Customer Service Advisor – Italian Voice (FedEx)

About the role

The position involves providing inbound and outbound customer support for FedEx services in Italian, handling inquiries, issues and service requests via phone and related channels.

Key responsibilities

• Deliver service that meets contractual KPIs and quality standards.
• Clarify customer requirements, probe for understanding and use decision‑support tools to resolve issues.
• Listen attentively, demonstrate empathy and build rapport while addressing customer concerns.
• Greet customers courteously and professionally following established procedures.
• Maintain basic knowledge of FedEx products and services and accurately document interactions in the call‑tracking system.
• Participate in initiatives aimed at improving customer satisfaction and business performance, including offering additional products or services when appropriate.

Required profile

• High school diploma; 3‑6 months of relevant customer‑service experience preferred.
• Strong orientation toward courteous, professional service.
• Excellent written and verbal communication skills in Italian and English.
• Dependable, detail‑oriented and able to multitask in a fast‑paced environment.
• Flexibility to adapt to schedule changes, including shift rotation as needed.
• Ability to work both independently and as part of a team.

Required skills

• Proficient computer navigation and basic PC knowledge.