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Federal Express Corporation AMEA
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Gurugram · On-site · Oct 30
4 open roles1 posted in 7d4 in 30d
Hiring: Engineering, Customer support and operations
Job description
Overview
Customer Support; Hub Operations; Account Creation; Basic Process Onboarding; Bookings; Inquiry; Providing Quotes; Complaint Handling; Issue Resolution; Case Management; Service Recovery; Pro-active Prevention; Claims Handling; Escalated Issue Resolution; Enquiry; Enquiries (Ad Hoc); Basic Complaint Handling; Basic Issue Resolution
Responsibilities
- 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.
- Have strong verbal and written communication skills, with the ability to handle US-based customer interactions confidently over calls.
- Are customer-focused and demonstrate empathy while resolving queries, complaints, and service issues.
- Have experience in customer support, preferably in a voice or calling environment.
- Can manage multiple customer cases effectively, ensuring timely follow-ups and resolution within SLAs.
- Possess good problem-solving skills and can make sound decisions within defined processes and guidelines.
- Are detail-oriented and ensure accuracy, completeness, and compliance while handling customer interactions.
- Are comfortable working in a fast-paced, target-driven environment with a focus on quality and productivity metrics.
- Can collaborate with cross-functional teams to drive seamless issue resolution.
- Show a proactive mindset by identifying potential issues early and contributing to process improvements.
- Are proficient in basic computer applications (MS Office, CRM tools) and can quickly adapt to new systems.
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Job application FAQ
Last updated 5 November 2026
- How do I apply for Customer Care Representative at Federal Express Corporation AMEA?
- Open this job on Feedback AI and sign up free (or sign in). You can apply from the job detail page; match scores and skill gaps appear when your profile is complete. Federal Express Corporation AMEA may attach structured assessments to interview rounds after you apply.
- Does Feedback AI show a match score for this Customer Care Representative role?
- Yes after you add a resume or skills. Match score ranks this role against your profile — skills met, gaps, level, and location — so you prioritise applications where fit is strongest.
- Is Customer Care Representative remote or on-site in Gurugram, Haryana?
- This listing is marked on_site with location Gurugram, Haryana. Confirm details on the job description before applying.
- What skills matter for this Customer Care Representative role at Federal Express Corporation AMEA?
- Key skills for this role include skills listed in the job description. Upload a resume to see which requirements you already meet and which are gaps.