Customer Relations Spec

hcmportal; Mumbai; On-site; INR 400,000 - 800,000; Full time

Job summary

UPS is seeking a Customer Relations Specialist in Mumbai to handle and process customer complaints about package delivery problems and service failures. You will manage calls, emails, and letters, compile complaint profiles, and coordinate resolutions with district managers and operations centers while keeping senior management informed.

You will interact with legal and public relations teams to ensure timely and accurate responses, and handle communications diplomatically with VIP customers to

Responsibilities

• Handle and process calls, emails, faxes, and letters from UPS customers regarding delivery issues and service failures.
• Build customer complaint profiles using information databases and summarize issues for resolution.
• Determine location responsibility (District Managers, Operations Centers) to resolve customer issues.
• Coordinate with UPS corporate departments (Public Relations, Legal, Security) for timely notifications and reports.
• Interact with VIP callers diplomatically to diffuse and de-escalate difficult situations.
• Process correspondence from attorneys and states' attorneys general ensuring deadlines are met.

Job description

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Job Description:

The Customer Relations Specialist is responsible for handling and processing UPS customers' complaints about package delivery problems (i.e., missing and damaged items) and service failures (i.e., missed deliveries). He/She handles and processes customers' issues and complaint phone calls (i.e., calls to UPS Corporate Headquarters, Global Business Services, and UPS telephone package line), emails, faxes, and letters. This position is responsible for handling calls originally directed to UPS senior management and Management Committee members, managing the resolution process and reporting back to UPS senior management and Management Committee members on issue and complaint resolutions. The Customer Relations Specialist utilizes customer information databases to build customers' complaint profiles, summarizes and highlights customers' issues, and determines UPS location responsibility (e.g., District Managers, Operations Centers, etc.) for resolving customers' issues. This position interacts with UPS corporate departments (i.e., Public Relations, Legal, and Security) to ensure departments are notified of customers' issues and develop reports for Customer Relations and UPS senior management, summarizing customers' issues and resolutions. He/She acts diplomatically to handle calls from VIPs and diffuses and stabilizes calls from frustrated customers. This position processes correspondence from attorneys and states' attorneys general to ensure requests, demands, and inquiries are processed correctly within established deadlines.

Employee Type:

Permanent

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