Customer Service Representative-35

UPS

Nov 2

Applications are closed

Job
Full-time
Entry, Junior, Mid & Senior Level
Customer Relations
Logistics
Pune

Requirements

Some College Degree - Business, General Preferred, Graduation is compulsory.

Responsibilities

Handles Customers' Escalated Calls and Written Inquiries
Receives calls from customers to determine root causes of escalated customers' issues and UPS delivery service failures.
Reviews customers' complaint emails, letters, and faxes to determine the issues' root causes and refer communications to the appropriate district and operations management representative for action and resolution.
Handles customers' complaint calls to UPS senior management and to report calls' outcomes and resolutions to customers.
Handles customers’ phone calls to offer apologies for missing packages and service failures and issue payments to customers to resolve minor package delivery and service issues. Utilizes UPS databases to identify sources and locations of missing packages and service failures.
Responds to and Resolves Customers' Requests
Acts as a one-time solution expert for customers. Calls placed to UPS to process, handle, and resolve customers' issues and complaints.
Utilizes diplomacy while gathering essential customer information during heated customers' calls to ensure customers are retained and reassured of prompt resolutions to their issues and complaints.
Contacts appropriate UPS location to ensure customers' issues are handled and customers’ calls are returned within one hour.
Ensures customer information databases are updated to reflect accurate and current resolution information (e.g., responsible location, plan of action, etc.).
Manages Customers' Calls Resolution
Reviews details of customer correspondence (i.e., emails, faxes, and letters) to determine root causes of customers' issues.
Develops database profiles to summarize customers’ problems, highlight specific issues, and provide management information required to resolve customers' issues.
Reviews database documentation of customers' issues to review resolution plan of action and ensure customers' issues were resolved.
Handles customers' returned calls to determine reasons for returned calls and to report resolution service failures. Performs Customer Escalations Administrative Duties
Follows up with UPS subsidiaries (e.g., UPS Freight, Supply Chain Solutions, The UPS Store, etc.) to ensure customers' escalated issues are addressed and resolved.
Forwards customers' emails and scans and faxes customers' letters of concern to appropriate UPS package centers to properly dispatch customers' issues and ensure issues are addressed and resolved.
Handles letters and claims requests for minor damage (i.e., damage to customers’ packages).
Tracks daily shipments to compile daily summary report for department management and inform senior management of resolutions to customers' issues.

FAQs

What is the primary responsibility of a Preferred Customer Associate?

The primary responsibility of a Preferred Customer Associate is to handle calls from US clients regarding their queries, process updates in UPS systems, and manage complaints about package delivery problems and service failures with end-to-end ownership and resolution.

What type of issues will I be handling in this role?

In this role, you will be handling issues such as missing and damaged packages, missed deliveries, and escalated customer complaints directed to senior management.

Is prior customer service experience required for this position?

While prior experience in customer service is preferred, it is not explicitly stated as a requirement. However, having a background in handling customer inquiries and complaints would be beneficial.

What educational qualifications are required for the Preferred Customer Associate position?

A minimum of some college education in Business or a related field is preferred, and graduation is compulsory.

Are there opportunities for career growth in this position?

Yes, UPS provides opportunities for career advancement and encourages employees to cultivate their skills and take their careers to the next level.

How is customer information managed in this role?

The Preferred Customer Associate will utilize customer information databases to build complaint profiles, summarize issues, and determine the responsible UPS location for resolving customer issues.

What are the working hours for this position?

The specific working hours are not mentioned in the job description, but customer service roles typically require flexible hours to accommodate customer needs.

Will I need to resolve issues over the phone or through other communication channels?

Yes, you will handle issues through various channels, including phone calls, emails, faxes, and letters.

How does UPS ensure a workplace free of discrimination, harassment, and retaliation?

UPS is committed to creating a workplace free of discrimination, harassment, and retaliation, ensuring an inclusive and supportive environment for all employees.

What steps are taken to resolve escalated customer issues?

The Preferred Customer Associate will contact the appropriate UPS location to ensure issues are resolved and follow up with customers to provide updates within a designated time frame.

UPS

Transportation

Industry

10,001+

Employees

1907

Founded Year

Mission & Purpose

Operating in more than 200 countries and territories, we’re committed to moving our world forward by delivering what matters. Beginning as a small messenger service, UPS was started by two enterprising teenagers and a $100 loan. Now, we’re more than 500,000 UPSers strong, with operations around the globe. As a transportation and logistics leader, we are proud to offer innovative solutions to our customers—both big and small. We also support the communities we serve. Just take a look at The UPS Foundation’s social impact report! Headquartered in Atlanta, we can be found on the web at ups.com and about.ups.com. Job seekers can visit upsjobs.com to learn more. Our active social media channels include Facebook, Instagram, Twitter, YouTube, and TikTok.