Deskripsi Pekerjaan
Join our award-winning team at FedEx and become a cornerstone of exceptional customer service! As a Customer Experience Representative, you'll be the vital link between our valued customers and their seamless shipping needs. This role offers more than just a job – it's a launchpad for professional growth within a globally recognized logistics leader. You'll handle diverse customer inquiries, resolve issues with empathy and efficiency, and contribute to FedEx's reputation for reliability and excellence. We provide comprehensive training, a supportive team environment, and clear pathways for career advancement. Whether you're assisting with package tracking, billing inquiries, or service upgrades, your impact will be felt daily by customers across Malaysia and beyond.
FedEx invests in your development through continuous learning opportunities and performance-based incentives. Our culture celebrates innovation and collaboration, ensuring you have the tools and support to thrive. If you're passionate about problem-solving, committed to customer satisfaction, and eager to grow your career in a dynamic setting, this is your opportunity to join an industry leader. Apply now to start your journey with FedEx!
Tanggung Jawab
- Handle inbound customer inquiries via phone, email, and digital channels
- Resolve shipment tracking, delivery, and billing issues with first-contact resolution
- Process service requests, modifications, and complaints using CRM systems
- Document interactions and maintain accurate customer records
- Collaborate with logistics teams to resolve complex service disruptions
- Meet performance metrics for call handling time and customer satisfaction (CSAT)
- Continuously update product knowledge and service procedures
Kualifikasi
- High school diploma or equivalent; college degree preferred
- Minimum 1 year customer service or call center experience
- Proficiency in CRM software and Microsoft Office Suite
- Excellent communication skills in English and Bahasa Malaysia
- Strong problem-solving abilities with a customer-centric approach
- Ability to work flexible shifts including weekends and holidays
- Attention to detail and accuracy in data entry