Customer Service Representative

UPS Supply Chain Solutions (UPS SCS); Chennai District; On-site; INR 350,000 - 520,000; Full time

Job summary

UPS Supply Chain Solutions (UPS SCS) in Chennai seeks a US Customer Service Representative to deliver professional voice support to US customers. You will assist with logistics, shipping, tracking, and issue resolution, maintaining high service standards and precise documentation.

The role requires fluency in English, strong communication, and the ability to work night shifts aligned to US time zones. Prior US customer service experience is preferred and a customer-first mindset is essential.

Qualifications

• Fluent English with strong written and verbal communication.
• 1+ year US customer service experience preferred.
• Ability to handle high volumes of calls and maintain quality.

Responsibilities

• Deliver efficient and professional voice support to US customers, addressing inquiries and resolving logistics and shipping issues.
• Understand customer needs and offer solutions aligned with UPS logistics services, processes, and policies.
• Handle inbound and outbound calls with high service quality, empathy, and professionalism.
• Accurately document customer interactions in UPS system with complete records of conversations, issues, and resolutions.
• Stay updated on UPS logistics services, procedures, tools, and guidelines to provide accurate information.
• Collaborate with internal teams to ensure timely and effective resolution.
• Identify process gaps and suggest improvements to enhance customer experience and operations.

Skills

English fluency

Communication skills

Problem solving

Active listening

Interpersonal skills

Shift work readiness

US customer service experience

Education

Bachelor's degree

Tools

UPS system

Order tracking tools

Job description

Job Title: US Customer Service Representative

Location: ITC Chennai

Job Type: Full-time

Department: Customer Services

Shift: US Shift (Night Shift-Rotational)

Job Description:

The US Customer Service Representative will be responsible for delivering exceptional customer support through live inbound and outbound calls. This role involves assisting US-based customers with their logistics, shipping, tracking, and issueresolution needs. The role requires strong communication skills, the ability to manage customer interactions professionally, and prior experience handling US customers. The ideal candidate will be fluent in English and demonstrate a customer-first mindset while adhering to UPS Logistics guidelines and service standards.

Key Responsibilities:

• 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 UPS 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

Key Responsibilities:

• Fluency in English with excellent written and verbal communication
• Should be able to understand US Customers effectively
• 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
• Minimum 1+ years of US Customer Service experience is preferred, especially in voice support

Qualification & Experience:

• Graduate in any stream
• Familiarity with UPS Logistics process or similar logistics providers preferable
• Experience in US customer service preferable
• Experience with order tracking, shipment coordination, or supply chain customer support
• Ability to handle high volumes of call traffic effectively