Customer Service Representative

About the role:

At FedEx, we are a network of professionals who pride ourselves on delivering not only outstanding service, but an outstanding customer experience and this is at the centre of everything we do. We are agile, passionate, forward-thinking and solution-focused, always ready to meet our customers’ needs.

As a Customer Service Representative within our Time Critical team, you will be dedicated to delivering the highest quality of service to our customers through multiple communication channels, with a focus on first call resolution.

  • Respond to calls and emails within a set timeframe
  • Provide customer resolutions for both internal and external customers
  • Coordinate movements for highly sensitive freight
  • Organise special arrangements for freight to be moved within crucial time frames
  • Work closely and collaborate with other teams within the business
  • Provide after-hours support to your colleagues to ensure uninterrupted priority service
  • Work a 24/7 roster – upon 6 months training

Experience & Skills required

  • Previous experience within a customer service position highly regarded
  • Exceptional communication skills
  • Highly organised and attention to detail
  • Must be able to commit to a 24/7 hour rotating roster
  • Proactive, can-do attitude and passion for learning and continuous improvement
  • The ability to communicate effectively at all levels
  • The ability to adopt our ‘Safety Above All’ culture
  • Reliability with a can-do attitude and the willingness to go above and beyond for the customer


  • Comprehensive training program
  • Development and mentoring from our Supervisors
  • Career progression opportunities
  • Safety Above All Culture
  • A positive working culture, with our People-Service-Profit philosophy – putting our people first!
  • We care for our employee’s well-being and value their contributions to our company

The Company

FedEx Express is one of the world’s largest express transportation companies and has consistently been selected as one of the world’s top 500 companies and the World’s Most Admired Companies by “Fortune” magazine. FedEx provides fast and reliable delivery to more than 220 countries and territories.

As TNT and FedEx officially joined forces on 25 May 2016 this role will support both FedEx and TNT businesses within Australia.

The Philosophy

People-Service-Profit (P-S-P). We take care of our People so that they can deliver impeccable Service to our customers who will give us the Profit necessary for FedEx to be successful. Our success in the industry is attributed to our people. Through our P-S-P philosophy, we have a work environment that encourages employees to be innovative in delivering the highest possible quality of service to our customers. We care for our employees’ well-being and value their contributions to the company.

The Culture

We honour innovation, integrity and commitment. We have many formal policies, procedures and programs to bring out the best in our staff, individually and in teams.

The Mission

We strive to be the Best Company to work for with the Best Service and the Best Brand in our Industry.

We are a supportive, caring and passionate team of operations professionals and we pride ourselves on our high performance, high integrity culture. If this position and our working environment sound like the right fit for you, then do not wait and please apply today.

Apply Now

Permanent Full Time

Job no: HBAL239798

Location: Head Office, Mascot

Closing Date: Wednesday, 31 August 2022