Customer Service - BPO

Job Summary :

To build, maintain and develop positive relationships with preferred customers by providing excellent and dedicated customer service through all the support activities

Qualifications and requirements include :

- Bachelor's Degree

- 0-4 years relevant experience in customer service, boarder clearance, client management

- Excellent communication, planning & negotiation skills

- Good financial understanding

- Email Etiquette, Verbal communication skills

- Mandatory technical skills required are Word, Excel and Power Point Skills

Key Accountabilities and Activities :

Complaints Management :

- To provide the customer with suitable solutions relating to problem shipments or complaints, that satisfies their needs, and maintains and enhances their loyalty to UPS

- Research problem shipment information through ups applications and online tools

- Liaise with internal departments to find potential solutions that meet the needs to the customers

- Provide regular updates to the customer in line with the agreed call back times and customers- preferred communication channel

- Provide timely, complete and professional responses to customers

- Verify customer requirements and agree on suitable solution

- Comply with UPS policy and procedures and compliance formalities

Internal Communication :

- To ensure smooth internal communication that follows set processes and channels, in order to provide timely and accurate information to customers.

- Comply with the internal communication and escalation policy

- Formulate written communication requests providing accurate, complete and professional information detailing specific requirements from the recipient

- Follow up within the agreed time frames until an appropriate response is received

- Respond to all received information requests in timely and professional manner

- Regularly coordinate with the sales executive and sales account manager to seek opportunities to improve service offering and improve business opportunities

Proactivity :

- To proactively check for any potential or actual shipment failures, both import and export and contact the customer to advise and agree a resolution that will achieve customer satisfaction, and maintain and enhance their loyalty towards UPS.

- Proactively identify, prioritize and act upon problem shipments according to the set processes

- Proactively contact customers when service issues may affect delivery commitments, and understand customer needs in order to recommend an appropriate solution

- Apply resolution recovery actions, when appropriate in line with the customer expectations and internal UPS policies.

Inbound transactions :

- To differentiate UPS service offering by providing customers with friendly and professional telephone and e-mail communication during every inbound transaction and enquiry and to provide the customers with accurate information based in their needs.

- Answer the telephone in accordance to the UPS telephone policy

- Proactive approach to customer requirements based on historic transactions, if applicable

- Proactively inform all the customers all the necessary documentation, special instructions in order to have a fault free delivery

- Communicate accurate information and status from UPS systems.

Administration :

- To timely record and report accurate and complete information in the systems to enable global visibility and consistency and to enable root cause analysis

- Record and complete complaints files to closing point and keep records for future review and analysis in the centralized common folder

- Record if required all the details and follow up actions by another department(s).

- Review SOPs and modify incase of any changes in the process along with Sales and solution team.

- Prepare customer reports daily, monthly, quarterly.

- Visit the customers and maintain the records and provide feedback to share with customer service management.

- Communicate and provide monthly/quarterly (as per customer QBR agreements) updates in form of presentation to customer.

- Prepare customer complaint letters.

- Manage and keep records of all claims, GSR, disputes and lost tracker records in the centralized common folder

Interested candidates please share your resume

Prajakta Udeshi
7709598158

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.