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Urgent! LO224: Customer Solutions Representative Job Opening In Bogotá – Now Hiring FedEx

LO224: Customer Solutions Representative



Job description

Involves online and telephone contact with external/internal customers within functional area and completing any related administration.

Descripción general del puesto:
Bajo supervisión general completa las siguientes actividades:

  • Proporcionar un servicio especializado, mejorado y proactivo a las principales cuentas.

  • Analizar y resolver problemas de servicio continuos para las cuentas principales.

  • Servir como contacto directo para las cuentas principales y proporcionar asistencia prioritaria para sus solicitudes.

  • Responder a las solicitudes de los clientes de manera oportuna y eficiente.

  • Demostrar habilidades de toma de decisiones independientes para proporcionar satisfacción de calidad al cliente, para la satisfacción mutua del cliente y FedEx.
  • Comunicar las pautas corporativas a los clientes en respuesta a sus inquietudes de servicio.

  • Analizar las tendencias / problemas en curso que afectan la satisfacción del cliente y proporcionar retroalimentación para las oportunidades de mejora.

  • Preparar informes internos y externos según sea necesario.

  • Proporcionar notificación inmediata a las cuentas principales cuando sus envíos experimenten retrasos o problemas.

  • Comunicación continua hasta que se resuelva el problema.

  • Aceptar llamadas, asumir propiedad y garantizar el seguimiento de los clientes que buscan asistencia de la alta gerencia.

  • Dentro de las autoridades establecidas, determina y autoriza soluciones para resolver los problemas de los clientes.

  • Interfaces con otras áreas de FedEx (es decir, ventas, marketing, rampa, estación, etc.) para garantizar resoluciones rápidas y una mayor satisfacción del cliente.

  • Asesora a ventas y operaciones, de situaciones geopolíticas u operativas que puedan impactar el servicio.

  • Ayuda al cliente a preparar toda la documentación requerida para los envíos.

  • Comunica los requisitos de documentación para el despacho de aduanas.

    Utiliza programas de software específicos de onecall para acceder y mantener datos históricos de clientes para proporcionar servicios personalizados al cliente.

  • Mantiene registros / perfiles completos de clientes para las principales cuentas con el fin de anticipar sus necesidades de envío y asesorarlos sobre actualizaciones / cambios en el servicio e inicia llamadas de seguimiento para garantizar el uso continuo de los productos y servicios de FedEx.
  • Interactuar con los gerentes de ventas para identificar las necesidades de las principales cuentas.

  • Ayudar a Cuentas Globales y Servicios Ejecutivos Internacionales con preguntas / problemas a través del correo electrónico del grupo de mesa de ayuda.

  • Puede ser requerido para realizar otras tareas según lo asignado

Requisitos mínimos:
Educación mínima:

  • Se requiere diploma de Enseñanza Media, se prefiere un título universitario.

  • Dominio del inglés (600 puntos TOEIC).

Experiencia mínima:

  • Tres (3) años de experiencia en resolución de problemas de clientes o dos (2) años actuales como Representante de Atención al Cliente del centro de llamadas de FedEx.

Habilidades mínimas requeridas:

  • Amplio conocimiento de seguimiento COSMOS y aplicaciones basadas en IMS, KIAC, FAMIS, ONESOURCE y Windows.

  • Debe poseer un conocimiento profundo de las características del servicio de FedEx, junto con un conocimiento práctico de las políticas y procedimientos internos de FedEx que se aplican al rastreo, reclamaciones, servicios de FedEx, etc.

  • Buenas habilidades de comunicación escrita y verbal.

  • Capacidad para interactuar con la alta dirección.

  • Orientado al detalle.

  • Capacidad comprobada para negociar eficazmente los problemas delicados de los clientes.

  • Habilidades de trabajo en equipo.

  • Habilidades de Microsoft Office & PC - Tipeo en PC.

  • Habilidades para resolver problemas.

FedEx is widely acknowledged as a world-class company.

We are honored and proud to be consistently recognized as a great place to work, a technology innovator and one of the world's most admired and respected companies.

FedEx is consistently named among the World's most valuable and admired brands.

Some of our recent awards include:

  • 2020 Fortune's World Most Admired Companies (14th)
  • 2019 Fortune's Best Places to Work (15th)
  • 2019 Forbes's One of the Best Employers for Diversity
  • 2020 FedEx LAC included in the GPTW's Best Workplaces in Latin America Ranking (24th)
  • 2021 FedEx Mexico was included in the GPTW Ranking for 18th consecutive years
  • 2020 FedEx Mexico received the CEMEFI Certification for 13th consecutive years endorsing FedEx as a company socially responsible
  • 2021 FedEx Chile was re-certified with Giro Limpio, a seal from the Agency of Sustainable Energy that seeks to improve the energy efficiency of the ground transportation sector, by reducing fuel consumption and greenhouse gas emissions.

  • 2019 FedEx Uruguay selected by GPTW among the 5 best companies to work for.


Required Skill Profession

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