US Voice Support Representative (Voice Process)

UPS Logistics is looking for a dedicated and customer-oriented US Voice Support Representative to join our Pune office. In this role, you will be responsible for delivering top-notch customer service through live calls, assisting US-based customers with their logistics and shipping needs. The ideal candidate should have prior experience in US customer service and be fluent in English.

Key Responsibilities:

• Provide efficient and professional voice support to US customers, addressing inquiries and resolving issues related to logistics and shipping.
• Understand customer needs and offer solutions that align with UPS Logistics services and policies.
• Manage calls while maintaining a high standard of service.
• Accurately document customer interactions and issue resolutions in the CRM system.
• Stay informed about UPS Logistics products, services, and operational guidelines.
• Collaborate with internal teams to ensure prompt and effective issue resolution.
• Identify and suggest areas for process improvement to enhance customer satisfaction.

Qualifications:

• Experience:

  Minimum of 1 year of US customer service experience, preferably in a voice support role.

• Language Skills:

  Fluency in English with excellent written and verbal communication.
• Strong problem-solving capabilities and attention to detail.
• Ability to manage tasks independently and within a team environment.
• Proficiency in using voice support platforms, CRM tools, and other customer service software.
• Willingness to work in shifts, including evenings, graveyard shift, and weekends as per US time zones.

Preferred Qualifications:

• Graduation and above.
• Experience in call center.
• Familiarity with international BPOs.
• Ability to handle high volumes of call traffic effectively.