Customer Care Representative - Associate

What you will do :

• Adhere to defined processes, compliance standards, and quality benchmarks
  while maintaining accuracy and completeness.
  • Handle inbound calls to support US-based shippers with queries related to
  bookings, account setup, quotes, and shipment status.
  • Provide end-to-end customer support by resolving inquiries efficiently while
  ensuring a high-quality customer experience.
  • Assist customers with bookings, account creation, and basic onboarding
  processes as defined as guidelines.
  • Address complaints and service issues with a focus on first-call resolution and
  customer satisfaction.
  • Manage and track customer cases, ensuring timely follow-ups and closure
  within agreed SLAs.
  • Identify potential service failures and take proactive steps to prevent recurring
  issues.
  • Escalate complex or high-impact issues to senior team members as required,
  ensuring proper documentation.

Address - FedEx, 6 th Floor, Building No. 6,

                   Tower – C, DLF Phase – 3, DLF Cyber City

                        Sector-24, Gurugram – 122022