GBS Enhancement Ownership Resolution /CRG Agent

United Parcel Service, Inc.; Medellín; Remote; COP 12,000,000 - 20,000,000; Full time

Benefits offered by this job

Teleworker

Job summary

United Parcel Service, Inc. is seeking an EO Agent in Medellín to provide one-to-one customer service, analyze and resolve issues, and manage tracing and claims through to resolution. The role may involve supporting the CRG team and handling frontline customer calls.

The position emphasizes strong communication skills, problem solving, and experience with UPS processes. It is a teleworking role with a permanent employment status.

Qualifications

• Technicians or above in administrative/customer service/finance careers.
• Strong oral and written communication skills.
• Strong problem-solving skills.
• Previous customer service experience in UPS.
• English 50% or above.

Responsibilities

• Builds and maintains relationships with related internal functions (i.e., Billing, Brokerage, Delivery Information and Operations).
• Analyzes and resolves customer issues.
• EO Agent needs to have strong written and verbal communication skills in handling inquiries from internal and external customers.
• He/She is also responsible for recording communications with customers in a database.
• EO agent needs to have flexibility and must be able to adapt to change with a positive attitude.
• Analyzes and review internal audit reviews and customer surveys.
• Support CRG team if needed or other skills withing CS, including frontline customer calls.

Skills

Strong communication

Problem solving

English proficiency

Written communication

Education

Technicians or above in administrative/customer service/finance

Job description

Before you apply to a job, select your language preference from the options available at the top right of this page. 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 Summary

This position provides a one-to-one customer service experience for UPS customers. He/She analyzes and resolves problems, solves tracing and claim inquiries, and maintains ownership of customer situations through resolution which may include follow-ups and making outbound calls. Also, may support CRG team if needed or other skills withing CS, including answering customer calls.

Responsibilities

• Builds and maintains relationships with related internal functions (i.e., Billing, Brokerage, Delivery Information and Operations).
• Analyzes and resolves customer issues.
• EO Agent needs to have strong written and verbal communication skills in handling inquiries from internal and external customers.
• He/She is also responsible for recording communications with customers in a database.
• EO agent needs to have flexibility and must be able to adapt to change with a positive attitude.
• Analyzes and review internal audit reviews and customer surveys.
• Support CRG team if needed or other skills withing CS, including frontline customer calls.

Qualifications

• Technicians or above in administrative/customer service/finance careers
• Strong oral and written communication skills
• Strong problem-solving skills
• Previous customer service experience in UPS
• English 50% or above

Employment Details

Shift Monday to Friday - From 2:00 am to 2:00 pm including Colombian holidays

Shift flexibility 100%

Teleworker

Grade A14 (former grade 8)

Employee Type: Permanent

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

About the Company

In 1907, two teenage entrepreneurs in a Seattle basement started with a $100 loan and created what would become the world’s largest package delivery service. Today, operating in more than 220 countries and territories, UPS is committed to moving our world forward by delivering what matters. UPS and its more than 500,000 UPSers around the globe are a transportation and logistics leader, offering innovative solutions to customers, big and small. UPS understands and appreciates its responsibility to help build safe, stronger and more resilient communities founded on justice and economic opportunity for all, supported by a healthy, sustainable global environment.