Customer Care Representative

• Adhere to defined processes, compliance standards, and quality benchmarks while maintaining accuracy and completeness.
• Handle inbound calls to support US-based shippers with queries related to bookings, account setup, quotes, and shipment status.
• Provide end-to-end customer support by resolving inquiries efficiently while ensuring a high-quality customer experience.
• Assist customers with bookings, account creation, and basic onboarding processes as defined as guidelines.
• Address complaints and service issues with a focus on first-call resolution and customer satisfaction.
• Manage and track customer cases, ensuring timely follow-ups and closure within agreed SLAs.
• Identify potential service failures and take proactive steps to prevent recurring issues.
• Escalate complex or high-impact issues to senior team members as required, ensuring proper documentation.

• Have strong verbal and written communication skills, with the ability to handle US-based customer interactions confidently over calls.
• Are customer-focused and demonstrate empathy while resolving queries, complaints, and service issues.
• Have experience in customer support, preferably in a voice or calling environment.
• Can manage multiple customer cases effectively, ensuring timely follow-ups and resolution within SLAs.
• Possess good problem-solving skills and can make sound decisions within defined processes and guidelines.
• Are detail-oriented and ensure accuracy, completeness, and compliance while handling customer interactions.
• Are comfortable working in a fast-paced, target-driven environment with a focus on quality and productivity metrics.
• Can collaborate with cross-functional teams to drive seamless issue resolution.
• Show a proactive mindset by identifying potential issues early and contributing to process improvements.
• Are proficient in basic computer applications (MS Office, CRM tools) and can quickly adapt to new systems.

Interpersonal Skills;Written & Verbal Communication Skills;Team Working Skills;Microsoft Office & PC Skills;Problem Solving Skills

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.