Customer Care Representative

Job Title: Customer Care Representative

About the Role

FedEx is seeking individuals to join their team focused on delivering outstanding customer experiences by connecting the world to what's next. This role offers career growth and the opportunity to innovate.

Key Responsibilities

• Complete defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards.
• Identify anomalies as they arise and use judgment based on established rules and procedures to resolve them.
• Escalate complex issues to senior team members for resolution.
• Maintain clear and professional communication with both internal teams and external customers.
• Collaborate with team members to achieve shared goals and improve overall customer satisfaction.
• Handle 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, and Escalated Issue Resolution.
• Address Enquiries (Ad Hoc), Basic Complaint Handling, and Basic Issue Resolution.

Requirements & Tech Stack

• Interpersonal Skills: Ability to build rapport and effectively interact with colleagues, clients, and stakeholders to foster positive working relationships.
• Written & Verbal Communication Skills: Proficiency in articulating ideas, information, and instructions clearly and concisely in both written and oral forms.
• Team Working Skills: Capacity to collaborate effectively within a group, contributing to shared goals and supporting team members to achieve collective success.
• Microsoft Office & PC Skills: Competency in utilizing essential software such as Microsoft Office Suite (Word, Excel, PowerPoint) and general computer proficiency for daily tasks.
• Problem Solving Skills: Capability to identify complex problems, analyze them from multiple perspectives, and develop effective, logical solutions.

Qualifications

• Experience in Customer Support
• Experience in Hub Operations
• Experience in Account Creation
• Experience in Basic Process Onboarding
• Experience in Bookings
• Experience in Inquiry
• Experience in Providing Quotes
• Experience in Complaint Handling
• Experience in Issue Resolution
• Experience in Case Management
• Experience in Service Recovery
• Experience in Pro-active Prevention
• Experience in Claims Handling
• Experience in Escalated Issue Resolution
• Experience in Enquiry (Ad Hoc)
• Experience in Basic Complaint Handling
• Experience in Basic Issue Resolution
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• General computer proficiency

What You Can Expect

• Attractive remuneration package.
• Opportunities to network and connect with professionals in your field.
• Involvement in cross-functional projects.
• A supportive and inclusive work environment.
• Mentorship and guidance from industry professionals.
• Exposure to real-world projects and challenges in Marketing, Operations, and other functions.
• Valuable skills and experience to enhance your resume.
• Complimentary 24/7 access to learning platforms.