Customer Resolution Agent - Global Business Services (GBS)

UPS; Buccinasco; Ibrido; EUR 29.000 - 39.000; Tempo pieno

Vantaggi offerti da questo lavoro

Permanent contract

Full-time position

Hybrid work opportunities

International environment

Career development

Collaborative culture

Descrizione del lavoro

UPS is seeking a Customer Resolution Agent in Vimodrone (MI) to deliver excellent support to Italian and international customers. You will manage inquiries, complaints, and service requests, taking ownership of each case and coordinating with stakeholders to ensure timely resolution.

The role emphasizes operational excellence, continuous improvement, and a dynamic, international work environment. Strong Italian and English skills and customer-focused mindset are essential, with hybrid working

Competenze

• Experience in customer service or a similar customer-facing role.
• Strong problem-solving and organizational skills.
• Excellent Italian and English, both written and spoken.
• Ability to manage multiple priorities in a fast-paced environment.

Mansioni

• Manage customer inquiries, complaints, and service requests across channels.
• Take ownership of cases from receipt through resolution.
• Collaborate with internal departments and external stakeholders to implement solutions.
• Maintain accurate case records in company systems.
• Provide administrative support, data management, reporting, and auditing tasks.
• Support additional projects and business activities as required.

Conoscenze

Customer service

Problem solving

Communication

Multitasking

English

Italian

Strumenti

Microsoft Office

Descrizione del lavoro

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description

About the Role

As a Customer Resolution Agent, you will be responsible for delivering excellent support to internal and external customers across Italy and international markets. You will manage inquiries, complaints, and service-related requests, taking ownership of each case and coordinating with relevant stakeholders to ensure timely and effective resolution. In this role, you will contribute to delivering a positive customer experience while supporting operational excellence and continuous improvement initiatives within the Customer Resolution Group (CRG).

Key Responsibilities

• Manage customer inquiries, complaints, and service requests through various communication channels.
• Take ownership of customer cases from receipt through resolution, ensuring timely follow-up and communication.
• Collaborate with internal departments and external stakeholders to identify and implement effective solutions.
• Maintain accurate records and case documentation in company systems.
• Perform administrative and operational support activities, including data management, reporting, and auditing tasks.
• Support additional projects and business activities as required.

Requirements

• Previous experience in Customer Service, Shared Services, Customer Support, or a similar customer-facing role.
• Strong problem-solving and organizational skills.
• Customer-focused mindset with a proactive approach.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Good knowledge of Microsoft Office applications.
• Excellent Italian and English, both written and spoken.

What We Offer

• Permanent employment contract (Contratto a Tempo Indeterminato).
• Full-time position, Monday to Friday, from 9:30 AM to 6:30 PM.
• A dynamic and international work environment.
• Opportunities for professional growth and development.
• Exposure to cross-functional teams and global stakeholders.
• A collaborative, inclusive, and customer-focused culture.
• Hybrid working opportunities, where applicable.

Location: Vimodrone (MI)

Employee Type: Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.