Dedicated Customer Care Representative

About the role

The Dedicated Customer Care Representative will serve as the primary point of contact for FedEx customers, delivering timely support across the full spectrum of inquiries, quotes, bookings and issue resolution. Working within the Dedicated Account Desk, you will ensure processes are completed accurately, on time and in line with internal and external standards.

Key responsibilities

• Handle inbound and outbound customer inquiries, providing quotes, booking assistance and status updates.
• Manage complaints, claims and escalated issues, following defined procedures to achieve resolution and service recovery.
• Perform case management, tracking, and proactive prevention activities to minimize future incidents.
• Maintain accurate records in the Customer Relationship Management system and ensure compliance with FedEx policies.
• Identify anomalies during process execution and apply judgment to resolve or escalate to senior team members.

Required profile

• Strong written and verbal communication abilities.
• Excellent interpersonal and teamwork skills.
• Attention to detail with a focus on accuracy and compliance.
• Ability to work under deadlines and manage multiple tasks simultaneously.

Required skills

• Proficiency with Microsoft Office applications.

What we offer

• A diverse and inclusive workplace that values growth opportunities for all employees.
• Access to FedEx’s global network and resources.
• Commitment to employee well‑being through the People‑Service‑Profit philosophy.