Customer Support Representative

UPS Supply Chain Solutions (UPS SCS); Wagholi; On-site; INR 279,000 - 502,000; Full time

Job summary

UPS Supply Chain Solutions (UPS SCS) in Wagholi, India, is seeking a US Customer Service Representative to deliver exceptional voice support for US-based customers. The role involves handling inbound and outbound calls, tracking shipments, and resolving issues in line with UPS guidelines.

The ideal candidate will have fluent English, strong communication skills, and 1+ year of US customer service experience.

Qualifications

• Fluent English with strong written and spoken communication.
• Experience in handling US customers preferred.
• Graduate degree in any field. Familiarity with UPS or similar logistics is a plus.

Responsibilities

• Deliver voice support to US customers, addressing inquiries and resolving logistics issues.
• Document customer interactions in the CRM system (SF) with complete records.
• Stay updated on UPS procedures and policies to provide accurate information.
• Collaborate with internal teams to ensure timely resolution and improve processes.
• Handle high volumes of calls with professionalism and empathy.
• Work in shifts including evenings, graveyard, and weekends as per US time zones.

Skills

English fluency

Written & verbal communication

Problem solving

Attention to detail

Active listening

Interpersonal skills

Shift flexibility

US customer service experience

Education

Graduate in any stream

Tools

SF CRM

Job description

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 the CRM (SF) 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
• 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
• US Universal Voice Customer Service experience is preferred

Qualification & Experience:

• Graduate in any stream
• Familiarity with UPS Logistics process or similar logistics providers
• Experience in logistics, shipping, or transportation customer service
• Experience with order tracking, shipment coordination, or supply chain customer support
• Ability to handle high volumes of call traffic effectively
• US Universal Voice Customer Service experience is preferred