Customer Care Representative - Associate

Role overview

This position supports customer service and hub-side operational activities while ensuring daily tasks are completed accurately, on time, and in line with internal procedures and external compliance requirements. The role involves handling routine cases independently, spotting irregularities, and using established guidelines to decide the next step. Where an issue is beyond scope, it should be passed on to a more senior colleague.

Core work areas

• Assist customers with queries, bookings, quotes, complaints, and general enquiries.
• Support hub operations and account setup, including basic onboarding steps.
• Manage service recovery, claims-related tasks, and case handling.
• Handle simple complaint and issue resolution tasks, and support escalation when required.
• Work on proactive prevention measures to reduce repeat issues and service failures.
• Carry out ad hoc enquiry handling and other process-driven support activities.

Working style and expectations

The role requires careful execution of assigned processes, attention to detail, and consistency in following standards. Candidates should be able to identify exceptions, apply sound judgement within set rules, and escalate complex matters appropriately.

Skills and capabilities

• Strong interpersonal communication
• Clear written and spoken English
• Collaborative team working
• Proficiency with Microsoft Office and general PC use
• Good problem-solving ability

Equal opportunity commitment

FedEx follows an equal opportunity and affirmative action approach and is committed to building a diverse, equitable, and inclusive workplace. Employment decisions are made without regard to protected characteristics such as age, race, colour, national origin, genetics, religion, gender, marital status, pregnancy or related medical conditions, disability, or any other status protected by law.

About the company

FedEx is among the world’s leading express transportation businesses and has repeatedly been recognised by Fortune as one of the World’s Most Admired Companies. The company operates across more than 220 countries and territories, delivering transportation and business solutions through a large global network supported by its team members.

Philosophy

FedEx follows the People-Service-Profit philosophy, which guides decisions, policies, and everyday operations. The approach emphasises taking care of employees so they can deliver excellent service to customers, which in turn supports the company’s long-term success and continued reinvestment in people and business growth.

Culture

The organisation places strong value on its culture and deliberately reinforces it through behaviours, actions, and day-to-day work across the world. This culture has been a major part of FedEx’s growth since the early 1970s and remains a key differentiator in the global marketplace.