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Customer Care Representative

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Fedex

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Location:
Jamaica , Kingston

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Involves online and telephone contact with external/internal customers within functional area and completing any related administration.

Job Responsibility:

  • Serve as direct contact for targeted accounts and provide priority assistance for their requests
  • Respond to customer requests in a timely and efficient manner
  • Prepare internal and external reports as needed
  • Analyze ongoing trends/problems that affect customer satisfaction, and provide feedback for improvement opportunities
  • Provide immediate notification to top accounts when their shipments experience delays or problems. Continuously communication until problem is resolved
  • Interact with Sales Managers to identify needs of top accounts
  • Accept calls, assume ownership and ensure follow through for customers seeking assistance from upper management
  • Within established authorities, determines and authorizes solutions to resolve customer issues
  • Advises sales and operations, of geo-political or operational situations that may impact service
  • Communicates documentation requirements for customs clearance
  • Maintains complete customer records/profiles for top accounts in order to anticipate their shipping needs and advise them of updates/changes in service and initiates follow-up calls to ensure continued use of FedEx products and services
  • Assist Global Accounts and International Executive Services with questions/problems through help desk group E-mail
  • Resolve issues documented in COVs through internal and external contacts. Follow-up to ensure recommended actions are taken
  • Answer phone calls and e-mails to create accounts, completes basic process for onboarding new customers, bookings, and case management
  • Performs claims and complaint handling, and escalates issues to more experience team members when needed
  • May be required to perform other duties as assigned

Requirements:

  • High School diploma
  • Proficiency in English (450 TOEIC points or locally equivalent certification)
  • Knowledge of foreign language (other than English)
  • Two (2) years experience related to customer service in a service environment/industry
  • Extensive knowledge of FedEx tracking systems
  • Excellent Written & Verbal Communication Skills
  • Ability to interact with upper management
  • Detail oriented
  • Proven ability to effectively negotiate sensitive customer issues
  • Team Working Skills
  • Microsoft Office & PC Skills - PC Typing (35 WPM)
  • Problem Solving Skills
  • Skill at using mental reasoning or research to gain insight into or solve problems

Additional Information:

Job Posted:
January 26, 2026

Expiration:
February 26, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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