Customer Care Representative - Associate

Role Overview FedEx, one of the world's leading express transportation and logistics companies, is looking for a Customer Care Representative at the Associate level to join its Gurugram operations. In this role, you will be the first point of contact for customers, handling a wide range of service requests with accuracy, professionalism, and a commitment to resolution. You will work within defined processes and contribute to delivering the outstanding customer experience that FedEx is known for globally. Key Responsibilities - Handle inbound customer inquiries, bookings, and requests related to shipments and freight services - Provide accurate quotes and complete account creation and basic process onboarding for new customers - Manage complaints, escalate complex issues to senior team members when necessary, and ensure timely resolution - Perform case management, service recovery, and proactive prevention to minimise recurring issues - Process claims and handle escalated issue resolution in line with company guidelines - Ensure all tasks are completed to deadline with full accuracy and compliance with internal and external standards Required Qualifications - Strong interpersonal skills with the ability to build rapport with customers over phone and written channels - Excellent written and verbal communication skills in English - Proficiency in Microsoft Office and general PC usage - Good problem-solving ability with a logical, process-oriented approach - Ability to work effectively as part of a team in a fast-paced environment - Prior experience in customer support or a related role is an advantage Why Join Us FedEx operates on a People-Service-Profit philosophy that places employee wellbeing at the heart of everything it does, offering a supportive, inclusive, and growth-oriented work culture. Joining FedEx means becoming part of a globally admired organisation that invests in its people and values every team member's contribution.

- Customer support and query handling experience - Verbal and written communication skills - Microsoft Office and PC proficiency - Problem-solving and issue resolution ability - Team collaboration skills - Complaint and claims handling knowledge - Ability to follow defined processes and meet deadlines

- Equal opportunity and inclusive work environment - Career growth and internal advancement opportunities - Exposure to global logistics and transportation operations - Work culture built on the People-Service-Profit philosophy