Customer Care Representative – Associate

About the role

The Customer Care Representative – Associate will be the first point of contact for FedEx customers, delivering timely assistance across a range of inquiries, bookings, and issue resolutions. Working within a dynamic hub environment, you will ensure processes are completed accurately and in line with internal and external standards.

Key responsibilities

• Handle inbound and outbound customer inquiries, providing quotes, booking shipments, and creating accounts.
• Manage basic complaints, issue resolution, and case management to achieve service recovery.
• Process claims, escalated issues, and proactive prevention activities.
• Maintain accurate records and follow defined procedures to meet deadlines.
• Identify anomalies, apply judgment based on rules, and escalate complex matters to senior team members.
• Support ad‑hoc enquiries and contribute to continuous improvement of customer support processes.

Required profile

• Strong interpersonal and communication abilities, both written and verbal.
• Team‑oriented mindset with a problem‑solving attitude.
• Attention to detail and commitment to compliance with standards.
• Ability to work in a fast‑paced, customer‑focused environment.

Required skills

• Proficiency with Microsoft Office applications and general PC usage.