Lm185: Premier Customer Care Representative Senior (Cuautitlán)

LM185: Premier Customer Care Representative Senior Full time Parque Logistico San Martin Obispo Park II Calle Barranca Honda final s/n, Lote 2 Zona San Martin Obispo, autopista Chamapa Lecheria ***** Cuautitlán, MEX Mexico Job Overview Involves providing specialized, enhanced, pro‐active service to top accounts. Analyze and resolve ongoing service problems for top accounts. Responsibilities Serve as direct contact for top accounts and provide priority assistance for their requests. Respond to customer requests in a timely and efficient manner. Demonstrate independent decision‐making abilities to provide quality customer satisfaction to the mutual satisfaction of the customer and FedEx. Communicate corporate guidelines to customers in response to their service concerns. Analyze ongoing trends/problems which affect customer satisfaction and provide feedback for improvement opportunities. Prepare internal and external reports as needed. Provide immediate notification to top accounts when their shipments experience delays or problems and maintain continuous communication until the problem is resolved. Accept calls, assume ownership and ensure follow‐through for customers seeking assistance from upper management. Within established authorities, determine and authorize solutions to resolve customer issues. Interface with other FedEx functions (e.g., sales, marketing, ramp, station, etc.) to ensure expeditious resolutions and enhanced customer satisfaction. Advise sales and operations, of geo‐political or operational situations that may impact service. Assist customer in preparing all paperwork required for shipments. Communicate documentation requirements for customs clearance. Utilize one‐call specific software programs to access and maintain historical customer data to provide personalized customer services. Maintain complete customer records/profiles for top accounts to anticipate their shipping needs and advise them of updates/changes in service and initiate follow‐up calls to ensure continued use of FedEx products and services. Interact with Sales Managers to identify needs of top accounts. Assist Integral Accounts and International Executive Services with questions/problems through help desk group E‐mail. May be required to perform other duties as assigned. Qualifications / Minimum Requirements Minimum Education: College degree preferred. Ability to speak and write English required (600 TOEIC points). Minimum Experience: Three (3) years' experience in customer problem/resolution or two (2) years as a FedEx call center Customer Representative. Minimum Required Skills: Extensive knowledge of COSMOS tracking and IMS, KIAC, FAMIS, ONESOURCE and Window‐based applications. Must possess a thorough knowledge of FedEx features of service, along with working knowledge of internal FedEx policies and procedures as they apply to trace, claims, FedEx services, etc. Excellent verbal and written communication skills. Ability to interact with upper management. Detail oriented. Proven ability to effectively negotiate sensitive customer issues. Interpersonal skills. Team working skills. Microsoft Office & PC skills. Problem solving skills. #J-*****-Ljbffr Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5v651n