Bilingual Customer Experience Specialist

At FedEx, we connect people, power businesses, and open a world of global possibilities every day. Behind every successful shipment, there is an extraordinary team making it happen.

Today, we are looking for professionals passionate about problem-solving and empathy to join our team as a Bilingual Customer Experience Specialist.

If you are motivated to make a real difference in people's lives and are looking for stability and growth in a world-class corporate environment, we want to meet you!

Main Responsibilities

• Specialized Support: Act as the main point of contact for our users in the US market, providing an empathetic, professional, and high-quality service.
• Proactively advise users on our services, policies, self-service tools, and the best options for their logistics needs.
• Shipment Management: Handle, channel, and follow up on requests related to domestic and international shipping logistics with US customers (receiving approximately 100 interactions per day, back-to-back).
• Monitoring and Status: Provide accurate and updated information on transit times, customs requirements, and package tracking.
• Complex Case Management: Act as a facilitator in critical situations (delays, lost packages, or complaints), applying active listening, empathy, offering solutions, and negotiation techniques to transform negative experiences into effective solutions.
• CRM Case Documentation: Record each interaction and request in a detailed, accurate, and timely manner in our internal systems.
• Compliance with Metrics and Standards: Ensure that all processes are handled and adhere to the company's quality policies, operational guidelines, and customer experience standards.

Job Requirements:

• Minimum High School diploma completed (Certificate is mandatory).
• Advanced English: (750 points on the TOEIC exam / C1 Level).
• Customer service experience.

Required Skills:

• Fluent advanced English communication.
• Clear and empathetic communication.
• Active listening.
• Stress management and emotional resilience.
• Results-oriented and problem-solving skills.
• Focus and adherence to quality metrics.
• Proficiency in technological tools (CRM, Windows environment, ability to work with multiple applications simultaneously, fast typing speed).

We Offer:

• Indefinite-term contract and benefits above the law.
• Grocery vouchers.
• Savings Fund, Life Insurance, and Major Medical Insurance.
• Tuition assistance (via reimbursement).
• On-site work at the office for the first 6 months (3 months in training, followed by 3 months working and under performance evaluation).
• After 6 months of on-site work, it is possible to transition to a hybrid model (provided performance metrics are being met): In this model, you will be required to attend the office 2 days a week.

Work Location:

Torre Diana, Cuauhtémoc, CDMX.

Work Schedule:

Schedule availability is required; the workweek consists of 48 hours:

Service window: Monday - Friday from 6:00 AM to 7:30 PM and Saturdays from 6:00 AM to 4:00 PM.

A shift will be assigned within that range. (Availability to work on holidays is required).

*It is not possible to choose your schedule.

We are looking for dynamic people with fluent English, a strong customer experience orientation, and a willingness to develop in a professional, results-focused setting where you will find a pleasant, respectful, and collaborative environment.

*We are recruiting in advance; the start date will be scheduled for late September and October.

Please submit your application only if you are interested in this position.