About the role

About Fedex

FedEx is one of the largest courier and logistics companies in the world. It was founded in 1971 by Frederick W. Smith in the United States, and its headquarters is located in Memphis, Tennessee. The company started with just 14 aircraft, but today it has become a global leader in shipping and logistics.

FedEx delivers to more than 220 countries and territories and handles nearly 14 million packages every day. It uses around 700 aircraft and 175,000 vehicles to ensure fast and reliable services. The company also employs over 500,000 people worldwide, making it one of the biggest employers in its field.

FedEx is not only known for express delivery but also provides services like ground shipping, freight, e-commerce support, logistics, and supply chain solutions. One interesting fact is that the FedEx logo has a hidden arrow between the letters E and X, symbolizing speed and precision.

The company is also focusing on sustainability, with a goal to become carbon-neutral by 2040. Today, FedEx plays an important role in connecting businesses and people across the globe, making international trade and communication faster and easier.

Role: Voice Process US Customer Support

Job Details:
• Location: Gurgaon
• US Shifts ( 6:30 PM - 3.30 AM )
• 9-hour shift
• 5 Days Working ( WFO )
• Rotational Week Offs
• Cab Facility Provided

Requirements:
• Excellent verbal communication skills
• Experience in customer support/voice process preferred
• Comfortable handling calls with US customers

What you can expect

Attractive remuneration package

Night Shift Allowance : 250/- day
Medical insurance: ₹8L flat coverage, premium fully employer-paid by default
GPA/GTL: 3x salary or ₹10L, whichever is higher
Tuition assistance: $3,000 USD per employee per year
Gratuity: Paid over and above CTC structure
Transport: Point-to-point pick and drop provided; routes to be finalized post-onboarding
Food: No free meals; vending machines/tuck shops available on-site
Career Progression :Within 6 months you may grow within the organization based on your performance and potential

What you will do
•
Adhere to defined processes, compliance standards, and quality benchmarks while maintaining accuracy and completeness.
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Handle inbound calls to support US-based shippers with queries related to bookings, account setup, quotes, and shipment status.
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Provide end-to-end customer support by resolving inquiries efficiently while ensuring a high-quality customer experience.
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Assist customers with bookings, account creation, and basic onboarding processes as defined as guidelines.
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Address complaints and service issues with a focus on first-call resolution and customer satisfaction.
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Manage and track customer cases, ensuring timely follow-ups and closure within agreed SLAs.
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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.

Customer Care Representative - Associate

About the role