GBS Operations Customer Care Representative - 25
UPS
US Voice Support Representative
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.
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.