Customer Care Representative

Responsibilities

• Handle inbound calls to support US-based shippers with bookings, account setup, quotes, and shipment status
• Provide end-to-end customer support by resolving inquiries efficiently to ensure a high-quality experience
• Address complaints and service issues with a focus on first-call resolution and customer satisfaction
• Manage and track customer cases, ensuring timely follow-ups and closure within agreed SLAs
• Adhere to defined processes, compliance standards, and quality benchmarks
• Identify potential service failures and escalate complex or high-impact issues to senior team members

Requirements

• Strong verbal and written communication skills for confident interaction with US-based customers
• Previous experience in customer support, preferably in a voice or calling environment
• Proficiency in basic computer applications, including MS Office and CRM tools
• Proven problem-solving skills and the ability to make sound decisions within defined guidelines
• Ability to work a permanent night shift schedule
• Detail-oriented approach to ensure accuracy and compliance in all customer interactions

Benefits

• Career mobility and development opportunities including training and leadership programs
• Competitive total compensation and benefits package
• Programs designed to support employee well-being

About the Company

FedEx Express is the world’s largest express transportation company, providing fast and reliable delivery to more than 220 countries and territories using a global air and ground network.