Customer Service Operations Executive

Customer Support Executive – Operations

Location: Dubai, UAE

Company: FedEx

Qualification: Graduation (minimum)

Key Skills Required

• Strong interpersonal and customer-handling skills
• Clear written and verbal communication
• Team collaboration and coordination
• Basic Microsoft Office and PC proficiency
• Problem-solving and logical thinking
• Ability to handle multiple enquiries in a fast-paced environment

Role Overview

The role is responsible for delivering high-quality customer support and operational assistance across FedEx hub and service functions. The incumbent will manage enquiries, bookings, account setup, and issue resolution while ensuring service excellence and adherence to defined processes.

Key Responsibilities

• Handle customer enquiries via calls, emails, and ad-hoc requests
• Support hub operations and daily service workflows
• Perform account creation and basic process onboarding
• Manage bookings, shipment enquiries, and service requests
• Provide quotes and basic service information to customers
• Handle basic complaints and issue resolution
• Manage cases, follow up on pending issues, and ensure closure
• Support service recovery and proactive issue prevention
• Assist with claims handling as per standard procedures
• Escalate complex or unresolved issues appropriately
• Ensure timely and accurate documentation of all interactions

What This Role Demands

• Customer-first mindset with calm handling of pressure situations
• Attention to detail and adherence to operational SOPs
• Willingness to learn logistics processes and systems
• Reliability, accountability, and teamwork