Digital Customer Support Specialist

Job Description:

FedEx is seeking a dynamic Digital Customer Support Specialist to join our team in the USA. In this role, you will be responsible for providing exceptional customer service through various digital channels, addressing inquiries, and resolving issues to ensure a seamless customer experience.

Responsibilities:

1. 
   

   Digital Customer Assistance: Interact with customers via digital platforms (email, chat, social media, etc.) to address inquiries, troubleshoot issues, and provide support regarding FedEx services.

   
   


2. 
   

   Problem Resolution: Identify and resolve customer concerns, inquiries, or complaints effectively and efficiently, ensuring a high level of customer satisfaction.

   
   


3. 
   

   Technical Assistance: Offer technical support and guidance to customers navigating FedEx's online platforms, tools, and applications.

   
   


4. 
   

   Information Dissemination: Provide accurate information on FedEx services, shipping details, tracking, delivery schedules, and other related queries.

   
   


5. 
   

   Documentation and Reporting: Maintain accurate records of customer interactions, document issues, and contribute to reports on common customer concerns for process improvement.

   
   


6. 
   

   Escalation Handling: Escalate complex issues to appropriate internal teams while ensuring prompt resolution and follow-up with customers.

   
   


7. 
   

   Customer Engagement: Proactively engage customers through digital channels to promote FedEx services, updates, and promotional offers.

   
   

Qualifications:

• 
  

  Education: High school diploma or equivalent. Additional certifications or training in customer service are a plus.

  
  


• 
  

  Experience: 1-2 years of experience in customer service or digital support roles, preferably in a fast-paced environment.

  
  


• 
  

  Digital Savviness: Proficiency in using digital platforms, social media, and online communication tools.

  
  


• 
  

  Customer Focus: Strong customer service orientation with excellent communication and problem-solving skills.

  
  


• 
  

  Technical Aptitude: Basic understanding of technical concepts and the ability to troubleshoot digital platforms.

  
  

Benefits:

• 
  

  Competitive Compensation: Hourly wage with potential for performance-based incentives.

  
  


• 
  

  Comprehensive Benefits: Access to healthcare, retirement plans, and other employee benefits.

  
  


• 
  

  Career Growth: Opportunities for professional development and advancement within FedEx.