GBS Customer Service Representative

UPS Supply Chain Solutions (UPS SCS); Mumbai; On-site; INR 400,000 - 640,000; Full time

Job summary

UPS Supply Chain Solutions (UPS SCS) in Mumbai seeks a proactive administrative and customer service professional to handle orders, quotes, and shipment status checks, while ensuring smooth inside operations.

You will support customers and vendors across channels, document inquiries, resolve issues, and contribute to KPI targets through consistent process execution.

Responsibilities

• Receives incoming requests from customers and vendors, executes orders, provides quotes, checks shipment status.
• Provides administrative or technical support to ensure ongoing operations and apply established processes.
• Performs administrative work requiring training or experience, recognizes problems and selects solutions.
• Provides comprehensive customer service to shippers, recipients, and third parties, resolving inquiries and claims.
• Documents information and conducts investigations until cases are resolved; supports internal ops to meet KPI targets.
• Develops initiatives to inform customers and improve service quality.

Job description

Job Description

• Receives incoming requests from customers and/or vendors, executes orders, provides quotes, checks shipment status, etc. Analyzes customer needs and provides solutions.
• Provides administrative or technical support to ensure effective on-going operations. Applies knowledge of established processes and procedures to execute with excellence.
• Performs administrative work that requires working knowledge and skills developed through formal training or work experience. Recognizes and solves typical problems that can occur in own work area by evaluating and selecting solutions. Impacts own team through the quality of the services or information provided. Works within established procedures with a moderate degree of supervision.
• Provides comprehensive customer service support to external stakeholders, including shippers, recipients, and third parties. Ensures positive customer relations and the fair resolution of inquiries, exceptions, complaints, and claims in accordance with consumer laws. Offers customer service support through various channels such as calls, emails, SMS, and chats. Processes back-office activities and monitors the resolution process of customer cases. Documents incoming information regarding customer concerns and conducts thorough investigations until the case is resolved. Manages or performs inside UPS and partner operations to deliver on performance and quality Key Performance Indicators. Develops organization-wide initiatives to proactively inform and educate customers. Formulates improvement plans based on customer survey feedback.
• Career Track Description: Provides administrative or technical support to ensure effective on-going operations. Applies knowledge of established processes and procedures to execute with excellence.
• Career Level Description: Performs administrative work that requires working knowledge and skills developed through formal training or work experience. Recognizes and solves typical problems by evaluating and selecting solutions from established options. Impacts own team through the quality of the services or information provided. Works within established procedures with moderate supervision.

Employee Type

Permanent