HK0312: Cust Exp Relationship Lead

FedEx (Hong Kong, Hong Kong) 29 days ago
Company: FedEx Express APAC
Job Title: HK0312: Cust Exp Relationship Lead
Job Requisition Number: RC348095
Hong Kong, Hong Kong

Job Category: Customer Experience
Time Type: Full Time
Job Type: Regular
Job Posting End Date: 2021-05-15

Being a Customer Ownership Group Lead, you will be responsible to:-
• Provide real-time support to team members and Manager
• Support Manager in leading, coaching and developing a team to drive customer advocacy
• Handle 1st / 2nd tier escalations or more complex issues from team members
• Support for complicated traces and investigations
• Conduct case by case root cause analysis for complaints handling
• Coach and counsel team members when difficulties arise
• Coordinate team activities
• Assist to design, review and implement processes and procedures
• Work collaboratively with teams and cross-functions to generate success

  • Secondary education or above
  • Good command in spoken English, Mandarin and Cantonese
  • Three (3) years of experience in CE/CS and interaction
  • Able to work under pressure and solve problems / complaints independently
  • Strong leadership, communication, coaching and negotiation skills
  • Positive working attitude and able to work with people at all levels
  • Good presentation skill
  • Proficient in PC skills, including MS Office
  • Being QDM Apprentice (Level 1 out of 3) certified is an advantage

At FedEx Express, we believe that a connected world is a better world. We connect people and possibilities with our diverse portfolio of transportation,e-commerce, and business solutions. Today, our networks reach more than 220 countries and territories, linking more than 99 percent of the world’s GDP. FedEx is consistently recognized as one of the most admired brands in the world and one of the best places to work. Our people are the foundation of our successand the key to our future. At FedEx, we are as diverse as the world we serve. We leverage our diverse talents, experiences and ideas to be more responsive to customer challenges, spark creative solutions, and adapt to change. FedEx is an equal opportunity / affirmative action employer (minorities/females/disability/veterans) committed to a diverse workforce.

What can you expect as a FedEx team member?

  • Career Mobility and Development: When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs.
  • Total Compensation and Benefits Package: We want to keep our employees for a long time, so we offer competitive benefits, opportunitiesfor flexible work arrangements, and programs to support well-being.

HK0312: Cust Exp Relationship Lead

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