Customer Care Representative

Summary

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

Responsibilities

• • Serve as direct contact for targeted accounts and provide priority assistance for their requests.
• • Respond to customer requests in a timely and efficient manner.
• • Prepare internal and external reports as needed.
• • Analyze ongoing trends/problems that affect customer satisfaction, and provide feedback for improvement opportunities.
• • Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved.
• • Interact with Sales Managers to identify needs of top accounts.
• • Accept calls, assume ownership and ensure follow through for customers seeking assistance from upper management.
• • Within established authorities, determines and authorizes solutions to resolve customer issues.
• • Advises sales and operations, of geo-political or operational situations that may impact service.
• • Communicates documentation requirements for customs clearance.
• • Maintains complete customer records/profiles for top accounts in order to anticipate their shipping needs and advise them of updates/changes in service and initiates follow-up calls to ensure continued use of FedEx products and services.
• • Assist Global Accounts and International Executive Services with questions/problems through help desk group E-mail.
• • Resolve issues documented in COVs through internal and external contacts. Follow-up to ensure recommended actions are taken.Answer phone calls and e-mails to create accounts, completes basic process for onboarding new customers, bookings, and case management.
• • Perfoms claims and complaint handling, and escalates issues to more experience team members when needed.
• • May be required to perform other duties as assigned

Required Skills

• • Extensive knowledge of FedEx tracking systemsInterpersonal Skills
• • Excellent Written & Verbal Communication Skills
• • Ability to interact with upper management
• • Detail oriented
• • Proben ability to effectively negotiate sensitive customer issues
• • Team Working Skills
• • Microsoft Office & PC Skills - PC Typing (35 WPM)
• • Problem Solving Skills
• • Skill at using mental reasoning or research to gain insight into or solve problems

Qualifications

• Minimum Education:

  • • High School diploma
  • • Proficiency in English (450 TOEIC points or locally equivalent certification)
  • • Knowledge of foreing language (other than English)

• Minimum Experience:

  • • Two (2) years experience related to customer service in a service environment/industry

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