Customer Experience & Claims Specialist

FedEx; Klang City, Port Klang; On-site; MYR 175,000 - 233,000; Full time

Job summary

FedEx AU Market is seeking a Customer Experience Relationship Representative to manage customer support, inquiries, and service recovery for international claims. The role emphasizes cross-functional coordination, escalation handling, and ownership of complex cases, including new hire onboarding.

The ideal candidate has secondary education and at least two years in customer service. FedEx emphasizes equal opportunity and a diverse workforce, with growth opportunities across global teams and a

Qualifications

• Education: Secondary education or equivalent
• Experience: Two (2) years of work experience in customer service and interaction

Responsibilities

• Handle customer inquiries, bookings, and service-related issues with professionalism
• Resolve complaints and manage complicated cases through cross-functional coordination
• Lead international claims and onboarding processes to ensure smooth case resolutions
• Monitor and track customer issues, providing timely updates and escalation when needed

Skills

Customer Support

Customer Management

Quality Assurance

Bookings

Inquiry handling

Service Recovery

Complaint Handling

Case Management

Escalated Resolution

Tracking

Customer Ownership

Lead - International claims

New Hire Onboarding

Root Cause Analysis

Ownership Lead

Job description

FedEx AU Market is seeking a Customer Experience Relationship Representative to manage customer support, inquiries, and service recovery for international claims. The role emphasizes cross-functional coordination, escalation handling, and ownership of complex cases, including new hire onboarding.

The ideal candidate has secondary education and at least two years in customer service. FedEx emphasizes equal opportunity and a diverse workforce, with growth opportunities across global teams and a