Customer Experience Rep

FedEx; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading logistics company in Petaling Jaya is seeking a Customer Experience Representative to provide outstanding customer support. This role involves resolving inquiries, driving service excellence, and adhering to compliance standards. Ideal candidates should possess strong communication skills and a solution-oriented mindset. A diploma or degree is preferred, and fresh graduates are encouraged to apply. The position includes a competitive salary, bonuses, and employee benefits.

Benefits

Competitive Basic Salary

Two-months guaranteed year-end bonus

Performance based bonuses

USD 3,000 Tuition Assistance

Medical check-up and dental benefits

Employee reduced rate shipping

Employee assistance programs

Qualifications

• At least 1 year of work experience in customer service and interaction.
• Experience in Shared Service Centre, Customs Clearance, Contact Centre, Operations or general Logistics.
• Able to commit to a 1-year contract with possibility of conversion.

Responsibilities

• Provide timely assistance to customers, resolving inquiries.
• Anticipate potential problems to enhance customer experience.
• Document and practice FedEx's Cultural Values.

Skills

Strong spoken and written English

Strong problem-solving skills

Accuracy and attention to detail

Interpersonal skills

Solution-oriented mindset

Education

Diploma/Degree graduates

SPM/secondary education

Job description

Customer Support; Customer management; Account Creation; Basic Process Onboarding; Bookings; Inquiry; Providing Quotes; Complaint Handling; Issue Resolution; Case Management; Service Recovery; Pro-active Prevention; Tracking

Do you enjoy solving real-world problems and helping people? If you have a can-do attitude and want to be part of a supportive, high-energy team, join us as a Customer Experience Representative for the Malaysian market. We're looking for individuals who are ready to grow, deliver meaningful solutions, and can start immediately.

This role is based at Uptown 5 Damansara, and reports to the Customer Experience Manager. Be part of a diverse and dynamic team that values collaboration, fun, and service excellence.

Job Responsibilities

Be the First Line of Support to Help Customers Move Forward: Provide timely and thoughtful assistance to customers by resolving inquiries and issues with empathy and professionalism. Demonstrate your problem-solving skills to customers with real-time updates, shipment bookings and logistics queries, ensuring every interaction is clear, accurate, and helpful.

Drive Service Excellence and Customer Satisfaction: Anticipate potential problems and continuously look for ways to improve enhance the overall customer experience in every contact point.

Staying Compliant, Adhering to Standards and Deliver What's Next: Document and practice FedEx's Cultural Values throughout every interaction with customers, and immerse yourself in additional duties as assigned by your manager for your career development needs.

Skills Required

• Strong spoken and written English
• Strong problem-solving skills
• Accuracy and attention to detail
• Interpersonal skills
• A solution-oriented & customer experience excellence mindset

Requirements

• Diploma/Degree graduates with at least 1 year of work experience in customer service and interaction. Fresh graduates are also encouraged to apply!
• Those with SPM/secondary education with 2 to 3 years of Experience in a Shared Service Centre, Customs Clearance, Contact Centre, Operations or general Logistics experience are also encouraged to apply.
• Able to commit to a 1-year contract with FedEx, with possibility of conversion to a permanent role based on performance standards.
• Comfortable working on a 44-hour work week between normal working office hours. Further details of how the daily working hours look like will be shared during your interview.
• Must be able to start immediately.

Compensation Package

• Competitive Basic Salary
• Two-months guaranteed year-end bonus
• Performance based bonuses
• USD 3,000 Tuition Assistance for your personal development
• Medical check-up, vision care, and dental benefits
• Insurance Outpatient and Specialist Coverage (may include dependents)
• Employee reduced rate shipping
• Employee assistance programs for your physical and mental wellbeing

FedEx is 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.