US Customer Service Representative - Grade 9 (A15)

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Découvrez votre prochaine opportunité au sein d'une organisation qui compte parmi les 500 plus importantes entreprises mondiales. Envisagez des opportunités innovantes, découvrez notre culture enrichissante et travaillez avec des équipes talentueuses qui vous poussent à vous développer chaque jour. Nous savons ce qu’il faut faire pour diriger UPS vers l'avenir : des personnes passionnées dotées d’une combinaison unique de compétences. Si vous avez les qualités, de la motivation, de l'autonomie ou le leadership pour diriger des équipes, il existe des postes adaptés à vos aspirations et à vos compétences d'aujourd'hui et de demain.

Fiche de poste :

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.

• 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

• 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

• 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

Type de contrat:

Chez UPS, égalité des chances, traitement équitable et environnement de travail inclusif sont des valeurs clefs auxquelles nous sommes attachés.