Customer Experience Representative (6-month Contract)

Description

Customer Support; Customer management; Account Creation; Basic Process Onboarding; Bookings; Inquiry; Providing Quotes; Complaint Handling; Issue Resolution; Case Management; Service Recovery; Pro-active Prevention; Tracking

Tasked with delivering outstanding customer service, offering prompt support and resolving issues with professionalism and empathy. This role also efficiently manages customer inquiries and complaints, maintaining the organization's reputation for reliability and customer satisfaction.

• Provides timely assistance and resolutions to customer inquiries and issues
• Assists customers with shipment booking and queries and handles customer inquiries professionally and accurately
• Addresses customer complaints with empathy and finds suitable resolutions to ensure effective and efficient service recovery
• Takes ownership of customer issues and ensures timely resolution, including collaboration with other teams across the organization
• Manages customer cases and service requests efficiently, documenting interactions accurately
• Identifies and mitigates potential issues to ensure a seamless customer experience
• Assists customers in tracking their shipments and providing real-time updates
• Performs other duties as assigned 

Minimum Education

• Secondary education or equivalent

Minimum Experience

• At least one (1) year of relevant work experience in customer service and interaction

Knowledge, Skills and Abilities

• Fluency in English and local language, especially if English is not your first language
• Strong problem-solving skills
• Good written & verbal communication
• Able to multi-task, prioritise task and good time management skill
• Attention to details
• Team player

*This role is supporting AU market

• Working hours: 44 hours per week; 5am earliest start with a 8-9 working hour shift (not including 1hr lunch) and OT if required
• Saturday: every alternate Saturday rotation for 4 hrs (earliest shift 5am and last shift ends 12pm)
• PH: Primarily follow AU PH (call centre is closed on National AU PH)

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone.

All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances.

Our Company

FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.