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Job Description:

UPS Logistics is looking for a dedicated and customer-oriented US Email and Voice Support Representative to join our Pune office. In this role, you will be responsible for delivering top-notch customer service through live Email, 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 Email and 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 multiple email sessions or calling simultaneously 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 of US customer service experience, preferably in a chat/email/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 email support platforms, CRM tools, and other customer service software.
• Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones.

Preferred Qualifications:

• Graduation and above.
• Experience in logistics or a related industry.
• Familiarity with UPS services and shipping processes.
• Ability to handle high volumes of email & calls traffic effectively.
• Flexible to any shift timing.
• Immediate Joining.

Employee Type:

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.