Customer Experience Specialist: Resolution & Proactive Support

FedEx; Petaling Jaya; On-site; MYR 36,000 - 54,000; Full time

Job summary

FedEx Logistics is seeking a customer-focused professional in Petaling Jaya to provide front-line support for shipments, bookings, inquiries and quotes. The role emphasizes timely issue resolution, empathy in handling complaints, and collaboration with internal teams to ensure service excellence.

The successful candidate will have at least 1 year of customer service experience, secondary education, and fluency in English and the local language.

Qualifications

• Fluency in English and local language.
• Strong problem-solving skills.
• Good written & verbal communication.

Responsibilities

• Provides timely assistance and resolutions to customer inquiries and issues.
• Assists customers with shipment bookings 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

Fluency in English & local language

Problem-solving

Written & verbal communication

Education

Secondary education or equivalent

Job description

FedEx Logistics is seeking a customer-focused professional in Petaling Jaya to provide front-line support for shipments, bookings, inquiries and quotes. The role emphasizes timely issue resolution, empathy in handling complaints, and collaboration with internal teams to ensure service excellence.

The successful candidate will have at least 1 year of customer service experience, secondary education, and fluency in English and the local language.