Customer Experience Rep (1-year contract)

FedEx Group; Selangor; On-site; MYR 25,000 - 45,000; Full time

Job summary

An established industry player is looking for a dedicated Customer Service Representative to enhance customer satisfaction through effective support and issue resolution. In this role, you will manage inquiries, bookings, and complaints while ensuring a seamless customer experience. With a commitment to service excellence, this position offers the chance to be part of a dynamic team that values innovation and collaboration. If you thrive in a fast-paced environment and are passionate about helping others, this opportunity is perfect for you.

Qualifications

• Minimum of 1 year of experience in customer service.
• Strong communication and problem-solving skills.

Responsibilities

• Provide timely assistance and resolutions to customer inquiries.
• Manage customer cases and service requests, documenting interactions.

Skills

Fluency in English

Fluency in local language

Problem-solving skills

Written communication skills

Verbal communication skills

Education

Secondary education or equivalent

Job description

Job Title: Customer Service Representative

We are seeking a Customer Service Representative to handle various customer support functions including:

• Customer support and management
• Account creation and onboarding
• Bookings, inquiries, and providing quotes
• Complaint handling and issue resolution
• Case management and service recovery
• Proactive prevention and issue tracking

Responsibilities

1. Provide timely assistance and resolutions to customer inquiries and issues
2. Assist customers with shipment bookings and queries, ensuring professional and accurate communication
3. Address customer complaints with empathy, finding suitable resolutions for effective service recovery
4. Take ownership of customer issues, ensuring timely resolution through collaboration with relevant teams
5. Manage customer cases and service requests, documenting interactions accurately
6. Identify and mitigate potential issues to ensure a seamless customer experience
7. Assist customers in tracking shipments and providing real-time updates
8. Perform other duties as assigned

Qualifications

• Secondary education or equivalent
• Minimum of 1 year of experience in customer service and interaction

Skills and Abilities

• Fluency in English and the local language
• Strong problem-solving skills
• Excellent written and verbal communication skills

About Us

FedEx is a leading global express transportation company, recognized as one of the top 10 World's Most Admired Companies by Fortune magazine. We serve over 220 countries and territories, driven by our dedicated team committed to delivering outstanding service.

Our Philosophy

Our People-Service-Profit (P-S-P) philosophy emphasizes taking care of our people, delivering excellent service, and reinvesting profits into our workforce and operations. This philosophy fosters innovation, well-being, and a high-quality customer experience.

Our Culture

Our culture, rooted in our values since the 1970s, distinguishes us in the global marketplace. It is reflected in our behaviors, actions, and commitment to growth and excellence.