Premier Customer Care Representative

Customer Care: Premier Customer Care; Service Level Performance of FedEx Strategic Business; Top Tier Enterprise Global and Regional Customers Support; Service Analysis Performance; Continuous Improvement; Data Analytics Across Multi-Regional and Cross Operating Companies’ Customers; Root Cause Analysis; Outstanding Customer Experience Delivery; Best Practices Implementation; Robust Solutions Offering for Complex and Critical Situations; EG/ER Business Reviews Preparation & Participation; Customer Education on FedEx Products; Services; Tools and Required Regulatory; Industry Vertical & SME Support (Life Sciences; Aviation; e-Commerce; etc.); Learning & Development Design and Delivery Support; Network Building Across Functions; Customer Issues Anticipation & Resolution

#LI-Hybrid

As a Premier Customer Care Representative you will support the FedEx Customer Experience strategy by inspiring trust and loyalty in the FedEx business through an exceptional level of pro-active customer care and service to Enterprise Global & Regional Accounts, while optimising new business opportunities by providing suitable solutions to customers’ requirements.

Key responsibilities:

• Build and maintain excellent relationships by pro-actively investigating customers specific needs and by follow-up methods.
• Pro-actively provide accurate information and guidance via friendly and professional multi-channel communication.
• Provide solutions to any customer service issues and enhance customer experience by identification of optimal long-term solutions.
• Input accurate and timely information into systems and use appropriate tools to deliver standard reports to Key Customers and Customer Experience management.
• Identify and optimise any new business opportunities whilst providing exceptional customer experience.
• Coordinate and collaborate with internal teams to provide a seamless and outstanding customer experience.

The ideal candidate will have:

• Highly motivated, customer focused and commercially aware.
• Excellent communication and contact skills.
• Good PC Skills to work within our bespoke systems.
• Demonstrates initiative, organization, and adaptability while working in a pressurised team environment.
• Experience in a customer service environment, including complaint-handling / sales responsibilities would be advantageous.

What we offer:

• FedEx offers employees a competitive benefits and reward package including a wide array of formal training and on the job learning opportunities.

• FedEx is one of the most admired companies and trusted brands year after year.

• In joining FedEx, every team member commits to our Purple Promise — to make every FedEx experience outstanding—for the customer and for our fellow team members.
• Diversity & Inclusion is more than the workplace. It’s the cultures we celebrate, the dreams we inspire, and creating a global community where everyone is accepted. At FedEx, diversity and inclusion happens because we do it together.

• Being a part of FedEx means you are a part of a global network of solutions that only continues to strengthen its capability to deliver what our customers need anytime, anywhere.

#LI-Hybrid

FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all

FedEx is one of the worlds largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine. Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe. We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy or activity. FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future. The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers. We care for their well-being, and value their contributions to the company.

Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions and activities in every part of the world. The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.