Customer Experience Relationship Representative (AU Market)

FedEx; Putrajaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

FedEx Malaysia in Putrajaya is seeking a Customer Service Lead focused on international claims and onboarding new hires. You will conduct case-by-case root-cause analyses for complaints and coordinate with cross-functional teams to resolve issues, ensuring timely and accurate outcomes.

The role emphasizes customer ownership and proactive problem resolution, drawing on at least two years of customer service experience to drive continuous service improvements within our global operations.

Qualifications

• Secondary education or equivalent.
• Two (2) years of work experience in customer service.

Responsibilities

• Lead -- International claims.
• New Hire Onboarding.
• Case-by-case root cause analysis for complaints handling.
• Customer Ownership Group Lead.

Skills

Customer service

Communication

Education

Secondary education or equivalent

Job description

• 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

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.