Premier Customer Care Sr Rep / Premier Customer Care Rep

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

Job summary

FedEx Group is seeking a Customer Support representative to provide exceptional service to Premier clients in Petaling Jaya. This role demands strong problem-solving and communication skills, with a clear path for career development. The ideal candidate must have at least two years of customer service experience, and will focus on building relationships and enhancing customer loyalty.

Qualifications

• Minimum two years of relevant experience in customer service.
• For Associate level, experience not required.
• For Senior level, at least three years required.

Responsibilities

• Provides exceptional customer service via phone and online channels.
• Builds and maintains positive relationships with Premier customers.
• Partners with management to improve customer satisfaction and retention.

Skills

Problem-solving

Communication

Education

Secondary education or equivalent

Tools

Microsoft Office

Job description

Premier Customer Support; Basic Process Onboarding; Bookings; Case Management; Claims Handling; Execution of Solution Logistics; Inquiry; Issue Resolution; Pro-active Notification; Pro-active Prevention; Relationship Management; Run and Provide Customized Reporting.

Responsible for providing exceptional customer service to Premier clients, building strong relationships, and resolving issues promptly and effectively. This role also collaborates with internal teams to resolve issues and develop strategies that enhance customer satisfaction and loyalty.

Core Responsibilities

• Provides exceptional customer service via phone and/or online channels, effectively addressing inquiries and promptly resolving issues.
• Builds and maintains positive relationships with Premier customers, fostering loyalty and exceeding expectations.
• Effectively communicates and collaborates with internal and external stakeholders to ensure seamless resolution of customer concerns.
• Partners with management to develop and implement strategies for improving customer satisfaction and retention.
• Performs other duties as assigned.

Minimum Education

• Secondary education or equivalent.

Minimum Experience

• At least two (2) years of relevant work experience in customer service and interaction.
• For Associate level, prior experience is not required.
• For Senior level, at least three (3) years of relevant work experience in customer service and interaction is required.

Knowledge, Skills and Abilities

• Good knowledge of Microsoft Office PC.
• Strong problem-solving skills.
• Good written & verbal communication.

FedEx was built on a philosophy that puts people first, which we take seriously. We are an equal opportunity/affirmative action employer committed to a diverse, equitable, and inclusive workforce, ensuring fair treatment and 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 law.

Our Company

FedEx is one of the world's largest express transportation companies and has been recognized as one of the top 10 World’s Most Admired Companies by Fortune magazine. We serve over 220 countries and territories worldwide, thanks to our outstanding team of FedEx team members dedicated to making every FedEx experience exceptional.

Our Philosophy

The People-Service-Profit (P-S-P) philosophy guides all our decisions, policies, and activities. FedEx cares for our employees, who in turn deliver outstanding service to our customers, driving profitability that secures our future. We reinvest profits into our business and our people, fostering an innovative work environment focused on high-quality service and employee well-being.

Our Culture

Our culture is a vital part of our success, reflected in our behaviors, actions, and activities worldwide. Since the 1970s, our culture and values have been a cornerstone of our growth, setting us apart in the global marketplace through our unique environment that encourages innovation, teamwork, and dedication.