Customer Experience Rep

Job description

Customer Support; Customer management; Account Creation; Basic Process Onboarding; Bookings; Inquiry; Providing Quotes; Complaint Handling; Issue Resolution; Case Management; Service Recovery; Pro-active Prevention; Tracking

Do you enjoy solving real-world problems and helping people?

If you have a can-do attitude and want to be part of a supportive, high-energy team, join us as a Customer Experience Representative for the Malaysian market.

We're looking for individuals who are ready to grow, deliver meaningful solutions, and can start immediately.

This role is based at Uptown 5 Damansara, and reports to the Customer Experience Manager.

Be part of a diverse and dynamic team that values collaboration, fun, and service excellence.

Job Responsibilities

Be the First Line of Support to Help Customers Move Forward: Provide timely and thoughtful assistance to customers by resolving inquiries and issues with empathy and professionalism.

Demonstrate your problem-solving skills to customers with real-time updates, shipment bookings and logistics queries, ensuring every interaction is clear, accurate, and helpful.

Drive Service Excellence and Customer Satisfaction: Anticipate potential problems and continuously look for ways to improve enhance the overall customer experience in every contact point.

Staying Compliant, Adhering to Standards and Deliver What's Next: Document and practice FedEx's Cultural Values throughout every interaction with customers, and immerse yourself in additional duties as assigned by your manager for your career development needs.

Skills Required

• Strong spoken and written English

• Strong problem-solving skills

• Accuracy and attention to detail

• Interpersonal skills

• A solution-oriented & customer experience excellence mindset

Requirements

• Diploma/Degree graduates with at least 1 year of work experience in customer service and interaction.
  
  Fresh graduates are also encouraged to apply!

• Those with SPM/secondary education with 2 to 3 years of Experience in a Shared Service Centre, Customs Clearance, Contact Centre, Operations or general Logistics experience are also encouraged to apply.

• Able to commit to a 1-year contract with FedEx, with possibility of conversion to a permanent role based on performance standards.

• Comfortable working on a 44-hour work week between normal working office hours.
  
  Further details of how the daily working hours look like will be shared during your interview.

• Must be able to start immediately.

Compensation Package

• Competitive Basic Salary

• Two-months guaranteed year-end bonus

• Performance based bonuses

• USD 3,000 Tuition Assistance for your personal development

• Medical check-up, vision care, and dental benefits

• Insurance Outpatient and Specialist Coverage (may include dependents)

• Employee reduced rate shipping

• Employee assistance programs for your physical and mental wellbeing

To maximize your chances of getting shortlisted with us, we would appreciate if you could indicate your expected basic salary and notice period in your CV during your application!

FedEx was built on a philosophy that puts people first, one we take seriously.

We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide 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 applicable laws, regulations, and ordinances.

Our Company

FedEx is one of the world's 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.

Our Philosophy

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

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.

Required Skill Profession

Information And Record Clerks