Senior Premier Customer Care Specialist

Who we are

At FedEx, moving the world doesn't only mean delivering for our customers around the globe. Moving the world is also about creating what's next. We are Team FedEx and we are 500,000+ people strong around the world. The work we all do comes down to one purpose: to provide our customers with outstanding experiences as we connect the world to what's next.

This isn't a place to get just a job. Here, you get a career for life. It's a place to enjoy constant change, growth, and progress in your career. Our willingness to innovate and transform is what keeps us at the forefront of our industry. With curiosity, inventiveness, and entrepreneurial spirit, we keep finding new and better ways to deliver results for our customers, for our people and for the planet.

Here, you will have the flexibility and empowerment to reimagine the new, spread your wings and see your impact. By doing so, we are motivated to be better together. And together, we will continue to drive and deliver excellence.

Our Values

We take pride in being a people-first company, where our employees feel safe, valued and respected. Our culture values empower us to deliver great results.

With one FedEx culture, we:

Take care of each other | Commit to do good | Own outstanding | Drive business results | Create what's next

Awards

• FedEx has consistently ranked among the top 20 in the World's Most Admired Companies report, published in FORTUNE magazine, since 2001
• Ethisphere named FedEx as one of World's Most Ethical Companies in 2023

Job summary

Applies specialised expertise to execute and review specific processes and procedures within and across departments, supporting the achievement of divisional and corporate objectives. Actively participate in or lead the design, development, and implementation of processes within the designated area of expertise to drive organisational success.

Key Responsibilities

• Manage premier customer relationships through proactive communication and personalized support.
• Facilitate the seamless onboarding process for new clients and ensure their smooth integration into our systems.
• Conduct comprehensive business reviews with premier customers to identify opportunities for improvement and address any concerns.
• Provide top-tier customer support by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
• Coordinate readiness and training programs for premier customers to ensure they are equipped with the necessary knowledge and skills.
• Gather and analyze customer requirements to tailor solutions that meet their specific needs and preferences.
• Develop and deliver customized solutions that align with the unique requirements of premier customers.
• Drive continuous improvement in customer service quality by implementing feedback mechanisms and performance monitoring.
• Resolve escalated issues promptly and effectively to maintain high levels of customer satisfaction.
• Develop and implement standard operating procedures (SOPs) to streamline processes and enhance service delivery for premier customers.

You will be a Great Fit if you have:

Experience

Four (4) years of customer contact experience

Education

Bachelor's degree or equivalent.

Knowledge, Skills and Abilities

Excellent communication skills, both written and verbal.

Proficient in Microsoft Office suite and other PC software applications.

Capability to work autonomously with minimal oversight.

Demonstrated problem-solving skills and thorough attention to detail.

Proactive in identifying opportunities for training and process improvement.