Dedicated Customer Care Representative Senior

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Welcome to FedEx Express Latin America and Caribbean Division Employment Opportunities Site!
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.

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RC762416 Dedicated Customer Care Representative Senior (Open)English (Required)Dedicated Customer Care Representative SeniorFull timeAvenida El Ferrocarril 19-97 Zona 12 Empresarial El Cortijo Guatemala 00000- Guatemala Guatemala"Involves online and telephone contact with external/internal customers within functional area and completing any related administration.
Lead or senior levels of these positions may:
• Handle escalated or more complex issues,
• Coordinate team activities or those of agency contract staff,
• Support supervisor or manager activities,
• Support the design, review and implementation of processes and procedure"

General job description
Under limited supervision performs the following activities:
- Ensure the resolution of customer issues/problems/requests through troubleshooting, research and data compilation via telephone, electronic channels and face-to-face customer visits.   Involves online and telephone contact with external/internal customers within functional area and completing any related administration. Provide in-depth, specialized assistance in the areas of Claims, CRO, BDG, Trace, Customs, etc. 
- Demonstrates independent decision-making abilities to result in the mutual satisfaction of the customer and FedEx while promoting customer goodwill and maintaining the customer base.
- Documents research efforts and findings real-time in COSMOS/ One Source/ CMOD and others as required. Pro-actively identifies service failures, notifies customers and stations and provides assistance to avoid, correct or minimize the adverse effects of anticipated failures.
- Pro-actively identifies service failures, notifies customers and stations and provides assistance to avoid, correct or minimize the adverse effects of anticipated failures.
- Identifies and reports to management existing or potential package or system problems and inconsistencies, such as, service failures, improper operations procedures and security problems. Claims: Investigates cargo claims requests verifying damage/loss.
- Provide coaching and feedback to the Customer Rep Solution teams about the Standard Operations Procedures.
- Be able to perform team leader activities, such as: monitor team KPI´s, quality performance, run reports, develop improvement actions plans and handle escalated cases.
- Act as back up when the manager is not on duty.  
- Tracking & Monitoring Solutions (Including Prevention)
- May be required to perform other duties as assigned

Minimum Requirements:
Minimum Education:
• High School degree/Equivalent. Some college preferred.

Minimum Experience:
Three (3) years related experience.

Minimum Required Skills:
- Excellent Interpersonal Skills
- Written & Verbal Communication Skills
- Team Working Skills,
- Strong Microsoft Office & PC Skills,
- Excellent Problem-Solving Skills
- Spoken and written fluency in local language as well as English as determined by the results of TOEIC exam (600 points).
 

Job Posting End Date:

2025-10-10