Bilingual Customer Service Representative; Medical Office

Puesto: Bilingual Customer Service Representative (Medical Office)
Location: Ciudad Nezahualcoyotl

At Fed Ex, 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.