Customer Care Representative-Associate

About the Role

Customer Care Representative-Associate at FedEx.

Key Responsibilities

• Deliver exceptional support to customers across multiple channels including phone, email, and chat.
• Resolve customer inquiries, complaints, and service requests with accuracy and empathy.
• Investigate and manage customer cases to ensure timely resolution and a positive experience.
• Collaborate with internal teams to address customer concerns and improve service outcomes.
• Maintain accurate records and documentation in relevant systems.
• Meet established quality, productivity, and customer satisfaction targets.
• Identify opportunities to enhance processes and contribute to continuous improvement initiatives.
• Act as a brand ambassador by demonstrating professionalism and a customer-first mindset in every interaction.
• Customer Support
• Hub Operations
• Account Creation
• Basic Process Onboarding
• Bookings
• Inquiry
• Providing Quotes
• Complaint Handling
• Issue Resolution
• Case Management
• Service Recovery
• Pro-active Prevention
• Claims Handling
• Escalated Issue Resolution
• Enquiry
• Enquiries (Ad Hoc)
• Basic Complaint Handling
• Basic Issue Resolution

Requirements & Tech Stack

• Strong verbal and written communication skills.
• Demonstrate empathy, active listening, and problem-solving abilities.
• Thrive in a fast-paced, customer-focused environment.
• Can effectively manage multiple priorities while maintaining attention to detail.
• Are comfortable using various systems, tools, and technologies to support customers.
• Work well independently and as part of a team.
• Show accountability, agility, adaptability, and a willingness to learn and grow.
• Microsoft Office & PC Skills

Qualifications

• Previous customer service or customer experience (preferred but not essential).
• Interpersonal Skills
• Written & Verbal Communication Skills
• Team Working Skills
• Problem Solving Skills