job description
Join UPS, a global leader in logistics and package delivery, as a Customer Service Representative in our dynamic call center team based in Denpasar, Bali. This is your opportunity to deliver exceptional service to customers worldwide while building a rewarding career in a fast-paced, supportive environment.
As a Call Center Representative, you will serve as the first point of contact for customers, addressing inquiries, resolving issues, and ensuring a seamless experience. Your role is critical in maintaining UPS’s reputation for reliability and customer satisfaction. Whether you're assisting with tracking packages, processing orders, or providing solutions to complex concerns, your contributions will directly impact our global operations.
We offer competitive compensation, comprehensive training, and opportunities for career growth. If you have a passion for helping others and thrive in a collaborative setting, we’d love to hear from you!
Responsibility
- Handle inbound and outbound calls, emails, and chats to assist customers with inquiries, complaints, and requests.
- Provide accurate and timely information regarding package tracking, delivery status, and service options.
- Resolve customer issues efficiently, escalating complex cases to senior team members when necessary.
- Maintain detailed records of customer interactions, transactions, and feedback in the CRM system.
- Educate customers on UPS services, policies, and promotions to enhance their experience.
- Collaborate with cross-functional teams to ensure seamless service delivery and customer satisfaction.
- Meet and exceed performance metrics, including call resolution time, customer satisfaction scores, and service level agreements.
- Stay updated on company products, services, and industry trends to provide informed support.
Qualifications
- Minimum of a high school diploma or equivalent; a degree in Business, Communications, or related fields is a plus.
- Proven experience in customer service, call center operations, or a similar role (1-2 years preferred).
- Excellent verbal and written communication skills in English; fluency in additional languages is an advantage.
- Strong problem-solving abilities with a customer-centric approach.
- Proficiency in using CRM software, Microsoft Office, and call center technologies.
- Ability to work flexible shifts, including evenings, weekends, and holidays, as required.
- High attention to detail and the ability to multitask in a fast-paced environment.
- Demonstrated ability to work independently and as part of a team.