Special Services Representative Time Critical-Associate

FedEx; Sydney; On-site; AUD 60,000 - 85,000; Full time

Job summary

FedEx in Sydney is seeking a Coordinator for time-critical special services operations. You will oversee escalated issues, coordinate team activities including agency staff, and support supervisors in daily department tasks.

Responsibilities include handling inquiries with customers via phone and online, prioritizing urgent requests, and collaborating across teams to optimize workflows. Diploma-level education is required.

Qualifications

• Diploma or equivalent required.
• Associate level: no experience necessary.
• Standard level: 2+ years of relevant work experience.
• Senior level: 3+ years of relevant work experience.

Responsibilities

• Oversee time-critical special services operations and address escalated issues.
• Coordinate team activities, including agency contract staff, to ensure timely delivery.
• Support supervisors or managers in day-to-day department activities.
• Engage with customers via online and telephone to address inquiries and provide assistance.
• Prioritize urgent requests to meet time-critical service needs.
• Collaborate with cross-functional teams to streamline workflows and improve efficiency.
• Maintain accurate records of customer interactions and departmental processes.

Skills

Written & verbal communication

Planning & organizing

Interpersonal skills

Judgement & decision making

Problem-solving skills

Education

Diploma or equivalent

Job description

Responsible for overseeing time-critical special services operations, including addressing escalated issues, coordinating team activities, and supporting supervisors or managers

• Address escalated or complex issues that arise within the time-critical special services department.


• Coordinate team activities, including those involving agency contract staff, to ensure timely and efficient service delivery.


• Provide support to supervisors or managers in their day-to-day activities within the department.


• Engage in online and telephone communication with external and internal customers to address inquiries and provide assistance.


• Prioritize urgent requests and ensure timely resolution to meet time-critical service needs.


• Collaborate with cross-functional teams to streamline workflows and improve service efficiency.


• Maintain accurate records and documentation of customer interactions and departmental processes.

Minimum Education

Diploma's degree or equivalent

Minimum Experience

• For Associate level, no prior experience is required


• For Standard level, at least two (2) years of relevant work experience


• For Senior level, three (3) years of relevant work experience

Knowledge, Skills and Abilities

• Strong in written & verbal communication


• Planning & Organizing Skills


• Interpersonal Skills


• Judgement & Decision Making Skills


• Strong interpersonal and 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.

Our Company

FedEx is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World's Most Admired Companies by \"Fortune\" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

Our Philosophy

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy, or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our Culture

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions, and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970's. While other companies can copy our systems, infrastructure, and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today's global marketplace.