US Customer Service Representative

UPS; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

UPS India is seeking a US Customer Service Representative to provide top-tier support to US-based customers via inbound and outbound calls. You will assist with logistics, shipping, tracking, and issue resolution while upholding UPS service standards.

The ideal candidate is fluent in English with strong communication, problem-solving abilities, and a customer-first mindset. Prior logistics customer service experience and willingness to work shifts aligned to US time zones are preferred.

Qualifications

• Fluent English with excellent written and verbal communication.
• Strong problem-solving skills with attention to detail.
• Ability to handle high volumes of call traffic effectively.
• Experience in logistics, shipping, or transportation customer service is a plus.

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.

Skills

English fluency

Communication

Problem solving

Active listening

Education

Graduate in any stream

Job description

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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 issue‑resolution 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

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

Employee Type:

Permanent

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