Customer Experience Representative (6-month Contract)

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 tasks and possess good time management skills
• Attention to detail
• Team player

This role is supporting the 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.