US Customer Service Representative - Grade 9 (A15)

Overview

Deliver live inbound and outbound voice support to US-based customers on logistics, shipping, tracking and issue resolution.

What you'll do

• Deliver efficient and professional voice support to US customers, addressing inquiries and resolving logistics and shipping related issues
• Understand customer needs and offer solutions that align with UPS logistics services, processes, and policies
• Handle inbound and outbound calls with high level of service quality, empathy, and professionalism
• Accurately document customer interactions in the CRM (SF) system, ensuring complete and precise records of conversations, issues, and resolutions
• Stay updated on UPS Logistics services, operational procedures, tools, and guidelines to provide accurate information to customers
• Collaborate with internal teams to ensure timely and effective resolution
• Identify process gaps or challenges and suggest improvements to enhance the overall customer experience and operation efficiency

What you'll need

• Fluency in English with excellent written and verbal communication
• Strong problem-solving skills with attention to detail
• Ability to analyze a problem by maintaining ownership until a resolution is provided
• Ability to develop a thorough understanding of UPS procedures and policies of other departments and functions
• Excellent interpersonal and active listening skills
• Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones
• Graduate in any stream
• Ability to handle high volumes of call traffic effectively

Nice to have

• Minimum 1+ years of US Customer Service experience, especially in voice support
• US Universal Voice Customer Service experience
• Familiarity with UPS Logistics process or similar logistics providers
• Experience in logistics, shipping, or transportation customer service
• Experience with order tracking, shipment coordination, or supply chain customer support

Details

• Location: Pune, India (IN - PUNE III GLOBAL BUSINESS SVCS - GBS)
• Employee type: Permanent
• Shifts include evenings, graveyard shift and weekends as per US time zones