Customer Care Representative

FedEx; Mumbai; On-site; INR 240,000 - 360,000; Full time

Job summary

FedEx is seeking a dedicated professional in Mumbai to support customers and manage daily workflow, including bookings, quotes, and onboarding tasks.

The role involves handling inquiries, resolving issues, and contributing to service quality while adhering to FedEx standards and policies. This position emphasizes teamwork, communication, and proactive problem solving within a dynamic logistics environment.

Qualifications

• Completion of defined processes to deadlines with accuracy and compliance.
• Identifies anomalies as they arise and uses rules to resolve; escalates complex issues to senior members when needed.
• Adheres to internal and external standards to ensure quality and integrity of work.

Responsibilities

• Handle customer support and inquiries with professional communication.
• Manage bookings, account creation, and basic onboarding tasks.
• Provide quotes and manage basic complaint handling and case management.
• Resolve issues and provide proactive service recovery; escalate as required.
• Maintain MS Office and PC skills to support daily tasks and documentation.
• Identify process anomalies and apply rules to resolve issues.

Skills

Interpersonal skills

Written & Verbal communication

Team working

Microsoft Office

Problem solving

Job description

Job Description:

• Customer Support
• Hub Operations
• Account Creation
• Basic Process Onboarding
• Bookings
• Inquiry
• Providing Quotes
• Complaint Handling
• Issue Resolution
• Case Management
• Service Recovery
• Pro-active Prevention
• Claims Handling
• Escalated Issue Resolution
• Enquiry
• Enquiries (Ad Hoc)
• Basic Complaint Handling
• Basic Issue Resolution

Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards. Identifies anomalies as they arise and uses judgement based on rules and procedures to resolve. For complex issues, may escape to senior team members.

• 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.

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.