Customer Experience Specialist

Customer Experience Agent Talent Framework

Delivering excellence, every time.
What we’re looking for: The core of a CX starExceptional communication masteryOur agents serve as brand ambassadors for FedEx. They must be articulate, persuasive, andprecise—conveying clarity, empathy, and confidence with every word.

Key capabilities:
o Active listening and fast comprehensiono Fluent and professional English (verbal & written)o Strong structuring of responseso Grammar, vocabulary, and tone tailored to diverse customer personas.

Empathy, patience & emotional intelligence
Beyond resolution, we seek resonance. Agents should engage with heart—makingcustomers feel heard, valued, and supported, even in tough situations.Solution-oriented thinking
Agents must be equipped to analyze, simplify, and solve—efficiently andindependently. They should demonstrate a bias for action and ownership.Attention to detail
Every interaction matters. Accuracy in customer data handling, process adherence, andKnowledge application is critical for compliance, trust, and cx consistency.Adaptability in a fast-moving world
Whether it’s a tech update, a policy change, or a new customer expectation, ourAgents flex, adapt, and thrive in ambiguity.Enthusiasm & ownership
We love high-energy professionals who radiate positivity, take pride in their work, andContribute proactively to team culture and success.Minimum criteria & professional baseline
Education - Bachelor’s degree preferred, but exceptional communicators from diverse backgroundsAcademic backgrounds will be considered.

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

• Tech savviness - comfort with CRM tools, ticketing platforms, chat/email systems, and
• General computer skills are necessary.
• Learning orientation - growth mindset is key, openness to feedback, eagerness to
• Improving and driving to upskill are core to this role.
• Culture & values alignment - candidates must demonstrate alignment with 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 isvalued, with fair rotation and employee wellness in mind.Multilingual proficiency: fluency in global languages, e.g., Arabic, is a game-changer inenhancing international support coverage.Digital dexterity: Prior exposure to AI-powered tools, chatbots, knowledge bases, orexperience in hybrid cx environments is a plus.CX certifications or courses: any relevant training in soft skills, customer experience, orcomplaint handling is appreciated.What hiring teams should know:This isn’t just a support role—it is a brand experience role!Assess for resilience, tone of voice, and problem-solving attitude during interviews.Structured simulations (email/chat/voice mock scenarios) help gauge real-time thinkingand communication maturity.Fit is just as important as skill. We are looking for energy, curiosity, and pride indelivering excellence.

0-3 Years of Exp. required

Working hours: 24-hour rotating shifts. (The current arrangement is 2 9-hour shifts between 7:30 am to 10:30 pm.)

Job Type: Full-time

Pay: ₹200,000.00 - ₹440,000.00 per year

Work Location: In person