Customer Care Representative

Job description

What can you expect as a FedEx team member? Career Mobility and Development : When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs. Total Compensation and Benefits Package : We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being. Equal Opportunities Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity. We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities. " Please note that the Job will close at 12am on Posting Close date, so please submit your application prior to the Close Date" Company: INT FedEx Express Transportation and Supply Chain Services (India) Pvt. Ltd. City: Gurugram Scheduled Weekly Hours: 48 Worker Type: Regular Posting Start Date 14-May-2026 Posting Close Date: 30-Aug-2027 Job Family: FXE-MEISA: Customer Care Representative Position Summary: This opportunity is for a Grade 6 position and is specifically aligned to a permanent night shift role . Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards. Identifies anomalies as they arise and uses judgement based on rules and procedures to resolve. For complex issues, may escalate to senior team members. What you will do Adhere to defined processes, compliance standards, and quality benchmarks while maintaining accuracy and completeness. Handle inbound calls to support US-based shippers with queries related to bookings, account setup, quotes, and shipment status. Provide end-to-end customer support by resolving inquiries efficiently while ensuring a high-quality customer experience. Assist customers with bookings, account creation, and basic onboarding processes as defined as guidelines. 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. Identify potential service failures and take proactive steps to prevent recurring issues. Escalate complex or high-impact issues to senior team members as required, ensuring proper documentation. You will be a great fit if you Have strong verbal and written communication skills, with the ability to handle US-based customer interactions confidently over calls. Are customer-focused and demonstrate empathy while resolving queries, complaints, and service issues. Have experience in customer support, preferably in a voice or calling environment. Can manage multiple customer cases effectively, ensuring timely follow-ups and resolution within SLAs. Possess good problem-solving skills and can make sound decisions within defined processes and guidelines. Are detail-oriented and ensure accuracy, completeness, and compliance while handling customer interactions. Are comfortable working in a fast-paced, target-driven environment with a focus on quality and productivity metrics. Can collaborate with cross-functional teams to drive seamless issue resolution. Show a proactive mindset by identifying potential issues early and contributing to process improvements. Are proficient in basic computer applications (MS Office, CRM tools) and can quickly adapt to new systems. Interpersonal Skills;Written & Verbal Communication Skills;Team Working Skills;Microsoft Office & PC Skills;Problem Solving Skills