Customer Care Engineer

Department-Team purpose: 

The principal purpose of the team is to enable our Customer Care teams with state-of-the-art systems and technologies, in order to deliver best in a class customer experience. 

Leading the implementation of Global and European systems, as well as investigating new technology opportunities, this team is at the forefront of Customer Care strategy and execution to deliver on our objectives. 

• Create a culture to ‘Own Outstanding’ 

• Be a Customer Champion 

• Operate Best In Class problem resolution  

The focus is on understanding user needs, and translating these into technological requirements (user stories), and executing the implementation in partnership with global IT, vendors and business teams. 

The function can be described in short as an exciting and challenging position at the heart of the organisation and you will be working in an international team with international colleagues. 

Job purpose, key activities, and responsibilities: 

The position involves the application of specialist knowledge in the field of Planning and Engineering, which may include designing, managing or maintaining systems or processes or completing projects to develop or change systems or processes or as appropriate. Some key responsibilities are, but not limited to;  

• Together with a team of IT developers and business experts, plan and implement technology solutions to improve efficiency, and customer experience, reduce costs and provide fact based quantified answers and recommendations to a wide range of business questions leading to direct decision making of Senior Leadership

• Develops and maintains expert knowledge in FedEx systems, procedures and best practices, and applies this knowledge in the appropriate situation. 

• Keeps updated with developing (internal and external) trends and standards and provides recommendations to leadership on the application of these to the FedEx business. 

• Supports cross functional, cross-country initiatives, acting as subject matter expert on Customer Care systems. 

• Supports the implementation of other projects / initiatives where necessary. 

• Complies with various industry standards and legal/regulatory requirements while designing system capabilities and relevant processes. 

• Finally, can successfully contribute to complex global projects to develop new or enhance existing systems, processes, procedures, and controls that enable effective Customer Care operations. 

Skills:  

• You have proven strong business analytical skills to support key short- and long-term strategic decisions. 

• Ability to takes an end-to-end view of the organisation and function, and take decisions/provide recommendations based on the impacts up and down the service journey. 

• Ability to communicate and present at all levels within the organisation both written and verbal in native and English language, other languages are valuable. 

• Proficient use of Office applications (Word, Excel & PowerPoint). 

• The ability to translate analysis into to-the-point PowerPoint presentations to support executive decision-making processes. 

• Ability to plan and prioritise workloads for self and team in order to deliver maximum business value within a defined timeframe. 

• Analytical thinker with a creative and pragmatic approach to problem solving. 

• Prioritizing skills and a flexible approach to work to support the ever-changing dynamic business environment. 

• Active team player who is focusing on continuous improvements, is highly motivated, result-oriented, likes to work in an international environment. 

• Ability to influencing and persuading others to find practical solutions to address business challenges 

Qualifications: 

• 3-5 years’ experience in a Customer Care environment 

• Experience of working in a Safe Agile development environment or significant Project Management experience 

• Quality Driven Management mindset and experience 

• Ability to adapt in a High Performance Management culture 

Whilst not mandatory, the following would be a benefit; 

• Experience working in a remote/multi-country team  

• Experience working in a large multinational company 

• Experience of system testing (User Acceptance Testing) 

• Experience of Customer Care systems (desktop, telephony, chat etc) 

• Experience in Customer Design Thinking Practices