Customer Experience Representative

Customer Support; Customer management; Account Creation; Basic Process Onboarding; Bookings; Inquiry; Providing Quotes; Complaint Handling; Issue Resolution; Case Management; Service Recovery; Pro-active Prevention; Tracking We are looking for a dedicated and customer-oriented individual to join our team as a Customer Service Representative supporting the Japan market. In this role, you will be responsible for ensuring exceptional customer service by providing timely assistance and resolving issues with professionalism and empathy for Japan market. This role also handles customers' inquiries and complaints effectively to uphold the organization's reputation for reliability and customer satisfaction. **What you will do** - Provides timely assistance and resolutions to customer inquiries and issues - Assists customers with shipment booking and queries and handles customer inquiries professionally and accurately - Addresses customer complaints with empathy and finds suitable resolutions to ensure effective and efficient service recovery - Takes ownership of customer issues and ensures timely resolution, including collaboration with other teams across the organization - Manages customer cases and service requests efficiently, documenting interactions accurately - Identifies and mitigates potential issues to ensure a seamless customer experience - Assists customers in tracking their shipments and providing real-time updates - Performs other duties as assigned **You will be a great fit if you** - Possess secondary education or equivalent (for native speaker, min. bachelor’s degree due to visa requirements) - Have at least one (1) year of relevant work experience in customer service and interaction. For Associate level, prior experience is not required **Knowledge, skills and abilities** - Fluency in **English and Japanese language (minimum N2 certification is required)**: - Strong problem-solving skills - Good written & verbal communication in both languages mentioned above **What you can expect** Attractive remuneration package includes: - 2-months fixed guaranteed bonus - Tuition Assistance - Language Allowance and Premium Allowance provided - Spread your wings and take ownership of your career with opportunities to advance through internal promotions, job rotations, training and leadership programs and cross-functional projects. - Complimentary 24/7 access to our learning platforms to support you in becoming who you want to be. - Health & wellness, employee assistance, and rewards and recognition programs - Special employee discounts on shipping, travel, and more FedEx was built on a philosophy that puts people first, one we take seriously. We are an equal opportunity/affirmative action employer and we are committed to a diverse, equitable, and inclusive workforce in which we enforce fair treatment, and provide growth opportunities for everyone. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, genetics, religion, gender, marital status, pregnancy (including childbirth or a related medical condition), physical or mental disability, or any other characteristic protected by applicable laws, regulations, and ordinances. **Our Company**: FedEx 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 dif