Customer Service Representative

Are you a Passionate Customer Care Representative Ready to Champion the Client Experience?

We are seeking a high-energy, solution-oriented
Customer Care Representative
to be the face and voice of our logistics excellence. In this role, you aren't just answering phones—you are a critical link in a global supply chain, ensuring our clients receive world-class support and seamless operational execution.

If you thrive in a fast-paced environment, love solving complex puzzles, and are committed to turning every challenge into a "win" for the customer, we want you on our team.

The Mission: Delivering Service Excellence

As a Customer Care Representative, you will be the primary advocate for our clients. Your mission is to provide effortless service, from the moment an account is created to the successful delivery of a shipment. You will bridge the gap between client expectations and operational reality, ensuring every interaction is professional, efficient, and proactive.

The Core of Your Role

1. Onboarding & Operational Support

• Account Launchpad:
  Manage the account creation process and guide new clients through basic process onboarding to ensure a smooth start.
• Booking & Quotes:
  Act as the first point of contact for bookings, providing accurate quotes and handling general enquiries with speed and precision.
• Hub Coordination:
  Collaborate closely with Hub Operations to track shipments and provide real-time updates to stakeholders.

2. Advanced Problem Solving & Recovery

• Case Management:
  Take full ownership of inquiries, managing them through our systems from start to finish.
• Service Recovery:
  Turn negative experiences around through empathetic complaint handling and effective issue resolution.
• Pro-active Prevention:
  Anticipate potential delays or issues before they happen, keeping the client informed and protected.

3. Specialized Resolution

• Escalation Handling:
  Navigate complex scenarios, including claims handling and escalated issue resolution, with a calm and professional demeanor.
• Ad-Hoc Support:
  Adapt quickly to varied "Ad-Hoc" enquiries, ensuring no client question goes unanswered.

Your Profile: Skills & Qualifications

To succeed in this "elite" support environment, you will need a blend of technical accuracy and people skills:

• Communication Mastery:
  Exceptional Written & Verbal Communication skills are a must for clear internal alignment and professional client engagement.
• Interpersonal & Team Skills:
  A collaborative spirit and the ability to work seamlessly within a diverse team.
• Technical Savvy:
  Proficiency in Microsoft Office and general PC skills to navigate our logistics and case management software.
• Problem-Solving Mindset:
  The ability to think on your feet and resolve issues creatively and efficiently.

Minimum Requirements:

• Education:
  High School Matric / National Diploma.
• Experience:
  Previous experience in customer service, logistics, or a call center environment is highly advantageous.

Why join us?

At FedEx, we believe in People-First, Performance-Driven leadership. We foster a culture where we:

• Care for each other:
  We build a safe, respectful, and inclusive workplace.
• Commit to do good:
  We champion sustainability and social responsibility.
• Own outstanding:
  We deliver exceptional quality in everything we do.
• Drive results:
  We translate strategy into tangible business success.
• Create what's next:
  We innovate today for tomorrow's challenges.

This is more than just a job—it's a mission to shape the future of logistics. If you are a trailblazer in operational leadership, passionate about empowering people and building high-performance teams, we want to hear from you.

Ready to make your mark? Apply now and join a global movement.