Senior Customer Service Representative
6 days ago
We are seeking a highly skilled and customer-focused Senior Customer Service Representative to join our Air Operations team at FedEx Logistics. As a key member of our team, you will be responsible for providing exceptional customer service to our clients, ensuring timely and efficient booking arrangements, and resolving any issues that may arise.
Key Responsibilities- Respond to customer inquiries in a timely and professional manner, providing accurate and helpful information to ensure customer satisfaction.
- Be responsible for owning specific customer accounts, ensuring seamless communication and resolution of issues.
- Provide data to internal and external customers with sensitivity and accuracy, ensuring confidentiality and security.
- Proactively communicate with customers to enhance customer service and resolve issues promptly.
- Coordinate with internal teams, including Sales, Operations, and Sub-Contractors, to execute shipments efficiently.
- Update client systems and reports as required, ensuring accurate and up-to-date information.
- Be prepared to take on special duties or ad-hoc projects as needed, demonstrating flexibility and adaptability.
- Monitor customer Key Performance Indicators (KPIs) to ensure exceptional customer service.
- F.5 or above, with a Diploma in Logistics Studies preferred.
- At least 1 year of experience in customer service, preferably in the freight forwarding industry.
- Ability to handle correspondence independently, with excellent communication and problem-solving skills.
- Fluency in English, Mandarin, and local languages, with excellent written and verbal communication skills.
- Proficiency in Excel software, with the ability to analyze data and provide insights.
- Good attitude, reliability, organization, hard work, and customer-focused mindset.
FedEx Logistics is a leading provider of e-commerce, freight forwarding, and import/export services globally. We offer comprehensive international air and ocean freight forwarding, ground transportation, and delivery services, as well as customs brokerage, trade consulting, and electronic commerce solutions. Our mission is to help businesses of all sizes navigate the complexities of global transportation and trade.
Our PhilosophyAt FedEx Logistics, we believe in the importance of our employees, our customers, and our profits. We prioritize our employees' well-being, enabling them to provide exceptional service to our customers, which in turn drives our profits. Our philosophy is built on innovation, integrity, and commitment, and we strive to create a work environment that encourages creativity and excellence.
Our CultureWe value innovation, integrity, and commitment at FedEx Logistics. We have formal policies, procedures, and programs in place to support our employees' personal and professional growth, and we recognize and reward outstanding performance.Our Mission
Our mission is to become the leading provider of exceptional service and a top brand in the industry, delivering unparalleled value to our customers and stakeholders.
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