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GBS Customer Service Representative
India
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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.
Job Description:
Job Title: US Voice Support Representative
Location: Pune, India
Job Type: Full-time
Department: Customer Service – UPS Logistics
Shift Timing: Aligned to US shift hours, as per process requirements.
Job Description:
UPS Logistics is seeking a dedicated and customer-oriented US Voice Support Representative to join our Pune office. In this role, you will be responsible for delivering top-notch customer service through live calls, assisting US-based customers with their logistics and shipping needs. The ideal candidate should have prior experience in US customer service and be fluent in English.
- Provide efficient and professional voice support to US customers, addressing inquiries and resolving issues related to logistics and shipping.
- Understand customer needs and offer solutions that align with UPS Logistics' services and policies.
- Manage calls while maintaining a high standard of service.
- Accurately document customer interactions and issue resolutions in the CRM system.
- Stay informed about UPS Logistics’ products, services, and operational guidelines.
- Collaborate with internal teams to ensure prompt and effective issue resolution.
- Identify and suggest areas for process improvement to enhance customer satisfaction.
- Experience: Minimum of 1 year in US customer service, preferably in a voice support role.
- Language Skills: Fluency in English with excellent written and verbal communication.
- Strong problem-solving capabilities and attention to detail.
- Ability to manage tasks independently and within a team environment.
- Proficiency in using voice support platforms, CRM tools, and other customer service software.
- Willingness to work in shifts, including evenings, graveyard shifts, and weekends as per US time zones.
- Graduation and above.
- Experience in a call center.
- Familiarity with international BPOs.
- Ability to handle high volumes of call traffic effectively.
Employee Type:
Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
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