Dedicated Customer Care Representative

Description

As a Customer Care Representative you will support the FedEx Customer Experience strategy by inspiring trust and loyalty in the FedEx business through professional multi-channel communication and first call resolution to customers, while optimising new business opportunities by providing suitable solutions to customers’ requirements.

Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards. Identifies anomalies as they arise and uses judgement based on rules and procedures to resolve. For complex issues, may escalate to senior team members.

Key responsibilities:

• Build and maintain excellent relationships with customers by pro-actively investigating their specific needs.
• Provide accurate information and guidance based on customer needs, and pro-actively guide customers on the usage of FedEx services and tools.
• Provide the customer with solutions to exceptions and service issues, where first call resolution cannot be achieved perform the appropriate escalation to ensure satisfactory resolution.
• Input accurate and timely system entries and use appropriate reporting tools to deliver any required standard reports.
• Identify and optimise new business opportunities whilst providing exceptional customer experience.
• Coordinate and collaborate with internal teams to provide a seamless and outstanding customer experience.

The ideal candidate will have:

• Highly motivated, customer focused and commercially aware.
• Excellent communication and contact skills.
• Good PC Skills to work within our bespoke systems.
• Demonstrates initiative, organization, and adaptability while working in a pressurised team environment.
• Experience in a customer service environment, including complaint-handling / sales responsibilities would be advantageous.

What we offer:

• FedEx offers employees a competitive benefits and reward package including a wide array of formal training and on the job learning opportunities.

• FedEx is one of the most admired companies and trusted brands year after year

• In joining FedEx, every team member commits to our Purple Promise — to make every FedEx experience outstanding—for the customer and for our fellow team members.

• Being a part of FedEx means you are a part of a global network of solutions that only continues to strengthen its capability to deliver what our customers need anytime, anywhere. 

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all

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.