Customer Service Representative - Shipment

Program Details

Location: Torre Pradera

Training Details: 27 Business days (Schedule is subject to change)

Productive Practice: 20 Business days (Schedule is subject to change)

General Description

FedEx Corporation, originally known as Federal Express Corporation, is an American multinational conglomerate holding company specializing in transportation, e-commerce, and business services. The Shipper program is a frontline customer service operation focused on managing shipping-related inquiries and providing operational support to customers with package pickup requests and shipment tracking needs

Main Responsibilities

Handle inbound calls and provide direct customer service for shipping-related concerns while ensuring customer satisfaction through professional service delivery

Assist customers with shipment location inquiries, tracking information, and resolve shipping service issues efficiently

Process pickup requests, coordinate with operational teams, and escalate complex issues to appropriate departments when necessary

Maintain accurate records of customer interactions and follow established procedures and policies for shipping operationsEnsure customer satisfaction and resolution of escalated issues

Maintain adequate proficiency in products and platforms supported.

Read and ensure understanding of new or actualized policies and procedures.

Keep account information confidential, protect it from unauthorized use, ensure it remains in the Account area only (use of pen-drives, removable drives, printed material, and other means of storing and distributing information is strictly prohibited).

Log accurate information of each call in the account’s system; according to established procedures and policies.

Perform any other tasks, duties, or services requested by his/her immediate superior.

Requirements

Excellent verbal and written communication skiya lls in English.

B2 CEFR

High school diploma or equivalent.

Experience in customer service or support roles, preferably in a contact center or BPO environment - preferred.

Strong problem-solving skills

Detail-oriented with good organizational skills

Ability to navigate computer systems and multitask effectively.

Customer-centric approach with a focus on problem-solving and empathy.

Ability to deliver confident, solution-oriented results

Flexibility to adapt to changing procedures and a fast-paced environment.