Customer Care Representative Associate

About the role

The Customer Care Representative Associate provides front‑line support to FedEx customers, handling inquiries, quotes, complaints and issue resolution across various service channels. The role ensures processes are completed accurately and on time while maintaining compliance with internal standards.

Key responsibilities

• Deliver customer support through phone, email and chat, addressing inquiries and providing accurate quotes.
• Manage account creation, bookings, and basic process onboarding for new and existing customers.
• Handle complaints, issue resolution, case management and service recovery initiatives.
• Perform proactive prevention, claims handling and escalated issue resolution.
• Conduct ad‑hoc enquiries and basic complaint handling as needed.
• Follow defined processes and procedures, ensuring accuracy, completeness and compliance.
• Identify anomalies, apply judgement based on rules, and escalate complex issues to senior team members.

Required profile

• Strong interpersonal, written and verbal communication skills.
• Effective team working and problem‑solving abilities.
• Attention to detail and ability to follow established procedures.
• Capability to identify and resolve anomalies using sound judgement.
• Proficiency with Microsoft Office and general PC usage.