Customer Care Representative

Role Overview

This is a Grade 6 customer care role based in Gurugram, Haryana, with a permanent night-shift schedule. The position focuses on delivering accurate, timely, and compliant support through defined processes and procedures. You will be expected to spot irregularities, apply rules and judgment to standard situations, and route complex matters to senior colleagues when needed.

What You Will Handle

• Support inbound calls from US-based shippers regarding bookings, account setup, quote requests, and shipment updates.
• Provide complete customer assistance from the first interaction through resolution, with a strong focus on service quality.
• Help customers with booking-related tasks, account creation, and basic onboarding steps as per established guidelines.
• Resolve complaints and service concerns with the aim of achieving first-contact resolution and customer satisfaction.
• Track and manage customer cases, including follow-ups and closure within the committed service timelines.
• Spot possible service breakdowns early and take action to prevent repeat issues.
• Escalate difficult, sensitive, or high-impact cases to senior team members and ensure proper notes and documentation.

Requirements

• Strong spoken and written English communication skills for handling US customer conversations confidently.
• A customer-first mindset with the ability to show empathy while dealing with queries and complaints.
• Prior experience in customer support, ideally in a voice or calling-based environment.
• Ability to manage several customer cases at once while meeting follow-up commitments and SLA targets.
• Sound problem-solving ability and judgment within clearly defined processes and guidelines.
• Careful attention to detail, with a focus on accuracy, completeness, and compliance.
• Comfort working in a fast-paced, target-oriented setup with quality and productivity expectations.
• Willingness to work with cross-functional teams to reach quick and effective resolution.
• Proactive approach to identifying risks early and supporting process improvements.
• Working knowledge of basic computer applications such as MS Office and CRM systems, with the ability to learn new tools quickly.

Additional Information

The role includes work areas such as customer support, hub operations, account creation, basic process onboarding, bookings, inquiries, quote sharing, complaint handling, issue resolution, case management, service recovery, proactive prevention, claims handling, escalated issue resolution, and ad hoc enquiries.

About the Organization

FedEx is a global express transportation company operating in more than 220 countries and territories. The organization follows a People-Service-Profit philosophy, emphasizing care for employees, strong customer service, and reinvestment in the business and its people. Its culture values innovation, collaboration, and fairness, and it is committed to equal opportunity and an inclusive workplace.

Equal Opportunity

All suitably qualified applicants are considered without regard to age, race, color, national origin, genetics, religion, gender, marital status, pregnancy, disability, or any other characteristic protected under applicable law.