Operations Support Agent-Associate
FedEx Express EU
MARKOPOULO, GR
πριν από 2 μέρες

Responsible for the completion of defined processes and procedures to deadline, ensuring accuracy, completeness, and compliance with relevant internal and external standards.

Identifies anomalies as they arise and uses judgement based on rules and procedures to resolve. For complex issues, may escalate to senior team members.

Proactivity :

  • Proactively (before drivers’ departure) investigates potential service failures
  • Update and / or check the undeliverable consignments with appropriate status code
  • Ensure all cases are recorded correctly in the appropriate global and / or domestic systems
  • Applies Service Recovery, where appropriate, in line with customer expectations and company policies
  • Complaint Handling :

  • To liaise with internal departments in order to find potential solutions those meet the needs of the customer
  • To provide regular updates to the customer in line with the agreed times and preferred communication channel (aligned with agreed Service Level Agreement specifics)
  • To verify customer requirements and agree on suitable solution
  • To record and complete accurate complaint case files
  • To comply with all relevant policies and procedures
  • Accuracy & Attention to Detail; Microsoft Office & PC Skills; Planning & Organizing Skills; Interpersonal Skills; Problem Solving Skills

    Qualifications :

    Language : English : Comprehension, Reading, Speaking, Writing

    Work Experience : Customer Service : Customer Service Experience

    FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all

    Our Company

    FedEx Express is one of the world's largest express transportation companies and has consistently been selected as one of the top 10 World’s Most Admired Companies by "Fortune" magazine.

    Every day FedEx delivers for its customers with transportation and business solutions, serving more than 220 countries and territories around the globe.

    We can serve this global network due to our outstanding team of FedEx team members, who are tasked with making every FedEx experience outstanding.

    Our Philosophy

    The People-Service-Profit philosophy (P-S-P) describes the principles that govern every FedEx decision, policy or activity.

    FedEx takes care of our people; they, in turn, deliver the impeccable service demanded by our customers, who reward us with the profitability necessary to secure our future.

    The essential element in making the People-Service-Profit philosophy such a positive force for the company is where we close the circle, and return these profits back into the business, and invest back in our people.

    Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages team members to be innovative in delivering the highest possible quality of service to our customers.

    We care for their well-being, and value their contributions to the company.

    Our Culture

    Our culture is important for many reasons, and we intentionally bring it to life through our behaviors, actions and activities in every part of the world.

    The FedEx culture and values have been a cornerstone of our success and growth since we began in the early 1970’s. While other companies can copy our systems, infrastructure and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.

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