Senior Premier Client Support (Reporting)

Job Title: Premier Customer Care Representative - Senior

Function: Customer Experience Operations

Company: FedEx Malaysia

Work location: Uptown Damansara Utama, Kuala Lumpur

Who we are

At FedEx, moving the world doesn't only mean delivering for our customers around the globe. Moving the world is also about creating what's next. We are Team FedEx and we are 500,000+ people strong around the world. The work we all do comes down to one purpose: to provide our customers with outstanding experiences as we connect the world to what's next.

This isn't a place to get just a job. Here, you get a career for life. It's a place to enjoy constant change, growth, and progress in your career. Our willingness to innovate and transform is what keeps us at the forefront of our industry. With curiosity, inventiveness, and entrepreneurial spirit, we keep finding new and better ways to deliver results – for our customers, for our people and for the planet.

Here, you will have the flexibility and empowerment to reimagine the new, spread your wings and see your impact. By doing so, we are motivated to be better together. And together, we will continue to drive and deliver excellence.

Our Values

We take pride in being a people-first company, where our employees feel safe, valued and respected. Our culture values empower us to deliver great results.

With one FedEx culture, we:

Take care of each other | Commit to do good | Own outstanding | Drive business results | Create what's next

Awards

• FedEx has consistently ranked among the top 20 in the World's Most Admired Companies report, published in FORTUNE magazine, since 2001
• Ethisphere named FedEx as one of World's Most Ethical Companies® in 2023

Job Summary

Responsible for providing exceptional customer service to Premier clients, building strong relationships, and resolving issues promptly and effectively. This role also collaborates with internal teams to resolve issues and develop strategies that enhance customer satisfaction and loyalty.

Core Responsibilities

• Act as a key point of contact for Premier customers, ensuring a personalized and high‑touch service experience
• Provide exceptional customer service via phone and/or online channels by professionally handling inquiries, resolving issues accurately, and ensuring timely follow‑ups
• Build, manage, and maintain strong relationships with Premier customers, fostering long‑term loyalty and consistently exceeding service expectations
• Effectively communicate and collaborate with internal teams and external partners to ensure seamless and efficient resolution of customer concerns
• Prepare, maintain, and analyze Premier customer reports using Microsoft Excel
• Generate regular and ad‑hoc Excel reports to support management decision‑making and identify opportunities for service improvement
• Partner with management to develop, implement, and monitor strategies aimed at improving Premier customer satisfaction, engagement, and retention
• Identify recurring issues through data analysis and proactively recommend process improvements
• Ensure accurate documentation of customer interactions, outcomes, and reporting data in relevant systems
• Perform other related duties and projects as assigned

You will be a great fit if you

• Holds a Diploma or Degree in any field
• Have at least two (2) years of relevant work experience in customer service and interaction.

Knowledge, skills and abilities

• Microsoft Excel Skills is required for daily reporting.
• Ability to analyze reports and introduce practical solutions to customers.
• Strong customer relationship and communication skills, with the ability to engage confidently with enterprise‑level and high‑value customers.
• Problem‑solving and critical thinking ability, enabling effective resolution of complex, time‑sensitive shipping and service issues.
• Commercial and solution‑oriented mindset, with the capability to identify value‑added opportunities that support customer growth and revenue objectives.
• Cross‑functional collaboration skills, working effectively with Operations, Sales, Finance, Customs, and Network teams.
• Attention to detail and operational excellence, ensuring accuracy, compliance, and consistent delivery of premium service experience

What you can expect

• Attractive remuneration package includes:
• Contractual Bonus
• Tuition Assistance

• 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
• Work-life balance programs including hybrid work arrangement: WFH (work from home) and office
• Health & wellness, employee assistance, and rewards and recognition programs
• Special employee discounts on shipping, travel, and more

Our Commitmentto Equal Opportunities

Our greatest asset at FedEx is our people. We are committed to building a diverse, equitable and inclusive workforce, and offer equal opportunities, fairness and respect to all regardless of who you are. We encourage you to apply even if you feel your experience does not align with all the aspects in the job description as you could be exactly who we need for this or another opportunity.

We do not tolerate discrimination or harassment based on race, color, ethnicity, national origin, religion, sex, age, genetic information, citizenship, disability, marital status, pregnancy, sexual orientation, gender identity, gender expression, veteran status or any other characteristic protected under national, state or local laws. We will reasonably accommodate team members and third parties with physical and mental disabilities.

Interested to join Team FedEx

Everyone at FedEx has a part to play. It's about coming up with smart solutions, remaining resilient in the face of setbacks, and going above and beyond to get the job done. And whether you're a business leader or delivery driver, you'll be empowered to take responsibility and overcome each challenge in your own way.

If this role and working environment sound like a place you can thrive in, apply today and let's create what's next together.