Gbs Customer Service Representative

2 weeks ago

Pune Maharashtra, India UPS Full time

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 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.

**Key Responsibilities**:

- 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.

**Qualifications**:

- 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.

**Preferred Qualifications**:

- 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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