Customer Experience & Service Recovery Specialist

FedEx; Putrajaya; On-site; MYR 33,000 - 61,000; Full time

Job summary

FedEx Malaysia is seeking a customer support professional to manage customer inquiries, bookings, and tracking. You will provide timely resolutions, empathetic handling of complaints, and collaborate with cross-functional teams to ensure service excellence.

Responsibilities include managing cases, documenting interactions, and offering real-time shipment updates while upholding FedEx’s People-Service-Profit philosophy.

Qualifications

• Secondary education or equivalent.
• 1+ year of relevant customer service experience; associate level may not require prior experience.
• Fluency in English and local language with strong communication.

Responsibilities

• Provides timely assistance and resolutions to customer inquiries and issues
• Assists customers with shipment booking and queries and handles customer inquiries professionally and accurately
• Addresses customer complaints with empathy and finds suitable resolutions to ensure effective and efficient service recovery
• Takes ownership of customer issues and ensures timely resolution, including collaboration with other teams across the organization
• Manages customer cases and service requests efficiently, documenting interactions accurately
• Identifies and mitigates potential issues to ensure a seamless customer experience
• Assists customers in tracking their shipments and providing real-time updates
• Performs other duties as assigned

Skills

English proficiency

Local language

Problem-solving

Communication

Education

Secondary education or equivalent

Job description

FedEx Malaysia is seeking a customer support professional to manage customer inquiries, bookings, and tracking. You will provide timely resolutions, empathetic handling of complaints, and collaborate with cross-functional teams to ensure service excellence.

Responsibilities include managing cases, documenting interactions, and offering real-time shipment updates while upholding FedEx’s People-Service-Profit philosophy.