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Global Service Agent
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We are seeking a highly skilled and experienced Global Service Agent to join our team at FedEx. As a key member of our operations team, you will be responsible for providing exceptional customer service and ensuring the smooth execution of international shipments.
Key Responsibilities- Provide support to sales, customs, and ramp operations to ensure efficient movement and clearance of shipments.
- Identify and resolve systemic and recurring service issues through research and collaboration with internal stakeholders.
- Monitor shipments, research transit delays, and initiate actions to complete delivery, notifying customers of shipment status and actions taken.
- Advise customers on required documents and correct completion of paperwork for shipments.
- Act as a liaison between sales, customers, brokers, shippers/recipients, origin station/ramp, regulatory agencies, and other stakeholders to ensure delivery of shipments.
- Visit designated accounts to improve customer satisfaction and work with sales to maintain and generate additional revenue.
- Audit international paperwork for correct completion and assist customers with obtaining estimates of duties and taxes.
- Assist customers in resolving billing issues and initiating requests for credits/refunds.
- Advise customers on features of service for all FedEx express international services and assist with the use of tools available through activities.
- High School Degree/Equivalent
- Proficiency in English (450 TOEIC points)
- Three (3) years work experience providing direct customer service related to international transportation, freight forwarding, dangerous goods, or brokerage service
- Knowledge of mainframe, PC systems, and web-based applications
- Excellent human relations and communication skills
- Good analytical and prioritizing skills
- Ability to successfully complete all basic and recurrent training
- Flexibility to work different shifts required
