CUSTOMER CARE ENGINEER

We have an exciting opportunity for you to join our team as a Customer Care Engineer Who we are.
FedEx is the largest express transportation company in the world, connecting more than 220 countries and territories.
We work every moment to deliver the most important package of someone’s day.
Our team of passionate people know their day-to-day work is invaluable in delivering outstanding experience to our customers.
team members strong, we are as diverse as the world we serve.
We love what we do, and we do it well.
Our reach is big, and so are our dreams.
Join us and let's write our next chapter together.
What you will be doing.
Department.
Customer Experience Planning & Engineering Job Title.
Customer Care Engineer Scope.
Customer Care systems and processes, Europe (and Global) Reports to.
Manager Customer Experience Planning & Engineering Location.
Lisbon, Portugal Time.
Full Time Department-Team purpose The principal purpose of the team is to enable our Customer Care teams with state-of-the-art systems and technologies, in order to deliver best in class customer experience.
Leading the implementation of Global and European systems, as well as investigating new technology opportunities, this team is at the forefront of Customer Care strategy and execution to deliver on our objectives.
Create a culture to ‘Own Outstanding’ Be a Customer Champion Operate Best In Class problem resolution The focus is on understanding user needs, and translating these into technological requirements (user stories), and executing the implementation in partnership with global IT, vendors, and business teams.
The function can be described in short as an exciting and challenging position at the heart of the organisation and you will be working in an international team with international colleagues.
Job purpose, key activities, and responsibilities The position involves the application of specialist knowledge in the field of Planning and Engineering, which may include designing, managing or maintaining systems or processes or completing projects to develop or change systems or processes or as appropriate.
Some key responsibilities are, but not limited to; Together with a team of IT developers and business experts, plan and implement technology solutions to improve efficiency, and customer experience, reduce costs and provide fact based quantified answers and recommendations to a wide range of business questions leading to direct decision making of Senior Leadership.
Develops and maintains expert knowledge in FedEx systems, procedures and best practices, and applies this knowledge in the appropriate situation.
Keeps updated with developing (internal and external) trends and standards and provides recommendations to leadership on the application of these to the FedEx business.
Supports cross functional, cross-country initiatives, acting as subject matter expert on Customer Care systems.
Supports the implementation of other projects / initiatives where necessary.
Complies with various industry standards and legal/regulatory requirements while designing system capabilities and relevant processes.
Finally, can successfully contribute to complex global projects to develop new or enhance existing systems, processes, procedures, and controls that enable effective Customer Care operations.
Skills You have proven strong business analytical skills to support key short- and long-term strategic decisions.
Ability to take an end-to-end view of the organisation and function, and take decisions/provide recommendations based on the impacts up and down the service journey.
Ability to communicate and present at all levels within the organisation both written and verbal in native and English language, other languages are valuable.
Proficient use of Office applications (Word, Excel & PowerPoint).
The ability to translate analysis into to-the-point PowerPoint presentations to support executive decision-making processes.
Ability to plan and prioritise workloads for self and team in order to deliver maximum business value within a defined timeframe.
Analytical thinker with a creative and pragmatic approach to problem solving.
Prioritizing skills and a flexible approach to work to support the ever-changing dynamic business environment.
Active team player who is focusing on continuous improvements, is highly motivated, result-oriented, likes to work in an international environment.
Ability to influence and persuade others to find practical solutions to address business challenges Qualifications 3-5 years’ experience in a Customer Care environment Experience of working in a Safe Agile development environment or significant Project Management experience Quality Driven Management mindset and experience Ability to adapt in a High Performance Management culture Whilst not mandatory, the following would be a benefit; Experience working in a remote/multi-country team Experience working in a large multinational company Experience of system testing (User Acceptance Testing) Experience of Customer Care systems (desktop, telephony, chat etc) Customer Design Thinking Practices What do we offer.
• Attractive compensation package • Training to get you started and on-the-job learning opportunities • Extensive learning resources to further develop your skills and knowledge • Tuition Assistance Program (*applicable for FedEx positions with a permanent contract) • Employee Assistance Program for you and your family in difficult life situations • Employee reduced-rate shipping • Great career opportunities • FedEx is one of the worlds most admired companies and trusted brands year after year Bring your ideas, individuality, and dreams to our global community.
Feel good about where you work.
Choose your career path - we’re ready to invest in your development.
Join FedEx.
#LI-Hybrid #LI-Hybrid FedEx was built on a philosophy that puts people first, one we take seriously.
We are an equal opportunity employer and we are committed to a diverse and inclusive workforce in which we provide growth opportunities for all 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 ’s.
While other companies can copy our systems, infrastructure and processes, our culture makes us unique and is often a differentiating factor as we compete and grow in today’s global marketplace.