Customer Care Representative - Associate

FedEx; Gurugram District; On-site; INR 300,000 - 540,000; Full time

Job summary

FedEx India is seeking a proactive Customer Support professional to join our hub operations and onboarding team. You will handle bookings, inquiries, quotes, complaints, and case management to resolve issues and recover service.

The role emphasizes collaboration, clear communication with internal teams and customers, adherence to processes, and continuous improvement through proactive prevention and escalation when needed.

Qualifications

• Experience in customer support processes and case management.
• Ability to identify anomalies and resolve using established rules.
• Escalation to senior team members for complex issues.

Responsibilities

• Completion of defined processes to deadline with accuracy and compliance.
• Identify anomalies and resolve using established rules.
• Escalate complex issues to senior team members.
• Maintain clear and professional communication with internal teams and customers.
• Collaborate with team members to improve customer satisfaction.

Skills

Customer Support

Case Management

Complaint Handling

Problem Solving

Communication

Tools

MS Office

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.

Who We Are

At FedEx, moving the world doesn't only mean delivering for our customers around the globe. Moving the world is also about creating what's next. We are Team FedEx and we are 500,000+ people strong around the world. The work we all do comes down to one purpose: to provide our customers with outstanding experiences as we connect the world to what's next.

This isn't a place to get just a job. Here, you get a career for life. Its a place to enjoy constant change, growth, and progress in your career. Our willingness to innovate and transform is what keeps us at the forefront of our industry. With curiosity, inventiveness, and entrepreneurial spirit, we keep finding new and better ways to deliver results for our customers, for our people and for the planet.

Here, you will have the flexibility and empowerment to reimagine the new, spread your wings and see your impact. By doing so, we are motivated to be better together. And together, we will continue to drive and deliver excellence.

Our Values

We take pride in being a people-first company, where our employees feel safe, valued and respected. Our culture values empower us to deliver great results.

With One FedEx Culture, We

Take care of each other | Commit to do good | Own outstanding | Drive business results | Create what's next

Awards

• FedEx was ranked No. 18 on Fortune’s “World’s Most Admired Companies” All-Star List in January 2026, marking its 26th consecutive year in the top 20. FedEx remains the highest-ranked delivery company on the list.
• Ethisphere named FedEx as one of Worlds Most Ethical Companies in 2023,2024 and 2025.
• FedEx in India is Great Place To Work® Certified (2025-2026)

What You Will Do

• 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 judgment based on established rules and procedures to resolve them.
• For complex issues, escalates the matter to senior team members for resolution.
• Maintains clear and professional communication with both internal teams and external customers.
• Collaborates with team members to achieve shared goals and improve overall customer satisfaction.

You will be a great fit if you

• Ability to build rapport and effectively interact with colleagues, clients, and stakeholders to foster positive working relationships.
• Proficiency in articulating ideas, information, and instructions clearly and concisely in both written and oral forms.
• Capacity to collaborate effectively within a group, contributing to shared goals and supporting team members to achieve collective success.
• Competency in utilizing essential software such as Microsoft Office Suite (Word, Excel, PowerPoint) and general computer proficiency for daily tasks.
• Capability to identify complex problems, analyze them from multiple perspectives, and develop effective, logical solutions.

What You Can Expect

• Attractive remuneration package
• Spread your wings and take ownership of your career with opportunities to network and connect with professionals in your field and involvement in cross-functional projects
• A supportive and inclusive work environment.
• Mentorship and guidance from industry professionals.
• Exposure to real-world projects and challenges in Marketing, Operations and other functions.
• Valuable skills and experience to enhance your resume.
• Complimentary 24/7 access to our learning platforms to support you in becoming who you want to be

Our Commitment to Equal Opportunities

Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are.

We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.

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.

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.

Everyone at FedEx has a part to play. It’s about coming up with smart solutions, remaining resilient in the face of setbacks, and going above and beyond to get the job done. And whether you’re a business leader or delivery driver, you’ll be empowered to take responsibility and overcome each challenge in your own way.

Interpersonal Skills;Written & Verbal Communication Skills;Team Working Skills;Microsoft Office & PC Skills;Problem Solving Skills

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.