GBS Operations Customer Care Representative-10

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Job Description:

Job Summary

JD - PREFERRED CUSTOMER ASSOCIATE

The Preferred Customer Associate is responsible for handling calls from US clients on their queries, while they also are processing the updates in UPS systems for the customers queries and complaints about package delivery problems (i.e., missing and damaged items) and service failures (i.e., missed deliveries) with end to end ownership and resolution. He/She handles and processes customers' issues and complaint phone calls (i.e., calls to UPS Corporate Headquarters, Global Business Services, and UPS telephone package line), emails, faxes, and letters. This position is responsible for handling calls originally directed to UPS management and managing the resolution process and reporting back to customers on issue and complaint resolutions. The Preferred Customer Associate utilizes customer information databases to build customers' complaint profiles, summarizes and highlights customers' issues, and determines UPS location responsibility (e.g., Cross Functions and Operations Centers, etc.) for resolving customers' issues.

Job Duties Handles Customers' Escalated Calls and Written Inquiries

Receives calls from customers to determine root causes of escalated customers' issues and UPS delivery service failures.

• Reviews customers' complaint emails, letters, and faxes to determine the issues' root causes and refer communications to the appropriate district and operations management representative for action and resolution.
• Handles customers' complaint calls to UPS senior management and to report calls' outcomes and resolutions to customers.
• Handles customers’ phone calls to offer apologies for missing packages and service failures and issue payments to customers to resolve minor package delivery and service issues. Utilizes UPS databases to identify sources and locations of missing packages and service failures.
  
  
  

Responds to and Resolves Customers' Requests

Acts as a one-time solution expert for customers. Calls placed to UPS to process, handle, and resolve customers' issues and complaints.

• Utilizes diplomacy while gathering essential customer information during heated customers' calls to ensure customers are retained and reassured of prompt resolutions to their issues and complaints.
• Contacts appropriate UPS location to ensure customers' issues are handled and customers’ calls are returned within one hour.
• Ensures customer information databases are updated to reflect accurate and current resolution information (e.g., responsible location, plan of action, etc.).
  
  
  

Manages Customers' Calls Resolution

• Reviews details of customer correspondence (i.e., emails, faxes, and letters) to determine root causes of customers' issues.
• Develops database profiles to summarize customers’ problems, highlight specific issues, and provide management information required to resolve customers' issues.
• Reviews database documentation of customers' issues to review resolution plan of action and ensure customers' issues were resolved.
• Handles customers' returned calls to determine reasons for returned calls and to report resolution service failures. Performs Customer Escalations Administrative Duties
• Follows up with UPS subsidiaries (e.g., UPS Freight, Supply Chain Solutions, The UPS Store, etc.) to ensure customers' escalated issues are addressed and resolved.
• Forwards customers' emails and scans and faxes customers' letters of concern to appropriate UPS package centers to properly dispatch customers' issues and ensure issues are addressed and resolved.
• Handles letters and claims requests for minor damage (i.e., damage to customers’ packages).
• Tracks daily shipments to compile daily summary report for department management and inform senior management of resolutions to customers' issues. General
  
  
  

Requirements Education Some College Degree - Business, General Preferred, Graduation is compulsory.

Employee Type:

Permanent

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