GBS OPS Customer Care Representative-16
On-site · Pune, Maharashtra, India
Job Summary
The US Customer Service Representative will deliver efficient and professional voice support to US customers regarding logistics, shipping, tracking, and issue resolution. Responsibilities include understanding customer needs, offering UPS-aligned solutions, handling inbound and outbound calls with high service quality, accurately documenting interactions in the CRM, staying current on UPS procedures, collaborating with internal teams to ensure timely resolutions, and identifying opportunities to improve processes. Requires fluent English, strong problem-solving abilities, ownership mindset, and the ability to work in shifts (evenings, graveyard, weekends) per US time zones.
Required Qualifications
- Graduate in any stream
- Experience: Minimum 1+ years of US Customer Service experience (preferably in voice support)
- Fluency in English with excellent written and verbal communication
- Ability to handle high volumes of call traffic
- Ability to document customer interactions in CRM (SF) accurately
- Knowledge of UPS Logistics processes or similar logistics providers (preferred)
- Willingness to work in shifts including evenings, graveyard shift, and weekends as per US time zones
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