Customer Care Executive - Day Shift

Customer Experience Agent Talent Framework

To apply, Call/WhatsApp HR Palak at 9289050069

What were looking for: The core of a CX star

Exceptional communication mastery

Our agents are brand ambassadors of FedEx. They must be articulate, persuasive, and preciseconveying clarity, empathy, and confidence with every word.

Key capabilities:

• Active listening and fast comprehension
• Fluent and professional English (verbal & written)
• Strong structuring of responses
• Grammar, vocabulary, and tone tailored to diverse customer personas.

Empathy, patience & emotional intelligence

Beyond resolution, we seek resonance. Agents should engage with heartmaking customers feel heard, valued, and supported, even in tough situations.

Solution-oriented thinking

Agents must be equipped to analyze, simplify, and solveefficiently and independently. They should demonstrate a bias for action and ownership.

Attention to detail

Every interaction matters. Accuracy in customer data handling, process adherence, and knowledge application is critical for compliance, trust, and cx consistency.

Adaptability in a fast-moving world

Whether its a tech update, a policy change, or a new customer expectationour agents flex, adapt, and thrive in ambiguity.

Enthusiasm & ownership

We love high-energy professionals who radiate positivity, take pride in their work, and contribute proactively to team culture and success.

Minimum criteria & professional baseline

• Education -

  Bachelors degree preferred, but exceptional communicators from diverse academic backgrounds will be considered.

• Experience

  - prior experience in customer service, support, sales, or communication-intensive roles is strongly preferred. CX mindset > just process familiarity.

• Tech savviness

  - comfort with CRM tools, ticketing platforms, chat/email systems, and general computer skills is necessary.

• Learning orientation

  - growth mindset is key openness to feedback, eagerness to improve, and drive to upskill are core to this role.

• Culture & values alignment -

  candidates must demonstrate alignment to our core values:
• Integrity and respect in every interaction
• Accountability and ownership of outcomes
• Commitment to customer delight and continuous learning

Bonus traits that will set the candidate apart

• Schedule flexibility:

  availability for rotating shifts, weekends, and holiday coverage is valued, with fair rotation and employee wellness in mind.

• Multilingual proficiency:

  fluency in global languages e.g., Arabic is a game-changer in enhancing international support coverage.

• Digital dexterity:

  Prior exposure to ai-powered tools, chatbots, knowledge bases, or experience in hybrid cx environments is a plus.

• CX certifications or courses:

  any relevant training in soft skills, customer experience, or complaint handling is appreciated.