Customer Experience Relationship Representative

FedEx; Malaysia; Sur place; MYR 33 000 - 51 000; Plein temps

Résumé du poste

FedEx is seeking a Customer Experience Relationship Representative for the AU Market. The role focuses on delivering comprehensive support, managing customer accounts, and guiding onboarding processes.

You will handle bookings, quotes, and issue resolution to ensure a high level of customer satisfaction and loyalty. This position emphasizes proactive problem prevention, cross-functional coordination, and adherence to FedEx's People-Service-Profit philosophy.

Qualifications

• Two years of work experience in customer service and interaction.
• Secondary education or equivalent is required.
• Experience in handling inquiries, bookings, and complaints is preferred.

Responsabilités

• Provide comprehensive customer support, addressing inquiries and concerns promptly and professionally.
• Manage customer relationships effectively, ensuring satisfaction and loyalty through proactive communication and assistance.
• Facilitate the seamless creation and management of customer accounts, maintaining accuracy and confidentiality.
• Guide customers through the basic process onboarding, ensuring smooth and efficient integration into the system.
• Handle bookings and reservations efficiently, managing schedules and confirming details with accuracy.
• Generate and deliver accurate quotes to customers, considering their needs and preferences.
• Address and resolve customer complaints in a timely and satisfactory manner, aiming to restore trust and confidence.
• Proactively prevent service disruptions and issues, identifying potential problems and implementing preventive measures to enhance the overall customer experience.

Connaissances

Customer service

Relationship management

Quality assurance

Problem solving

Communication

Formation

Secondary education

Description du poste

• Customer Support; Customer Management; Quality Assurance & Support; Bookings; Inquiry; Service Recovery; Complaint Handling; Complicated Case Management; Claims Handling; Cross-functions alignment and coordination for problem resolution; Escalated Issue Resolution; Tracking; Customer Ownership Group Support;
• Lead -- International claims; New Hire Onboarding; case by case root cause analysis for complaints handling; Customer Ownership Group Lead
• Education: Secondary education or equivalent
• Experience: Two (2) years of work experience in customer service and interaction

Customer Experience Relationship Representative (AU Market)

Essential Function:

• Provide comprehensive customer support, addressing inquiries and concerns promptly and professionally.
• Manage customer relationships effectively, ensuring satisfaction and loyalty through proactive communication and assistance.
• Facilitate the seamless creation and management of customer accounts, maintaining accuracy and confidentiality.
• Guide customers through the basic process onboarding, ensuring smooth and efficient integration into the system.
• Handle bookings and reservations efficiently, managing schedules and confirming details with accuracy.
• Generate and deliver accurate quotes to customers, considering their needs and preferences.
• Address and resolve customer complaints in a timely and satisfactory manner, aiming to restore trust and confidence.
• Proactively prevent service disruptions and issues, identifying potential problems and implementing preventive measures to enhance the overall customer experience.

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.