GBS Customer Service Rep

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Job Description

Acts as a liaison to provide accurate product and service information while resolving customer issues efficiently and professionally.

What You’ll Do

• Manage high volumes of incoming calls and emails

• • Ensure all cases are updated and closed on time with proper system exceptions

  • Handle escalations related to Import Tracers, CEC inquiries, GSR, and forwarded CSR issues

  • Provide proactive and timely customer updates

• Resolve product or service issues through root cause analysis and solution ownership

• Identify customer needs and drive satisfaction

• Build strong customer relationships through effective communication

• Maintain quality and SLA standards for calls and CEC email handling

• Support rotational CRG tasks and act as backup for frontliners

Skills & Requirements

• Strong customer orientation and adaptability

• Ability to multitask, prioritize, and manage time effectively

• Excellent English communication (verbal and written)

• Strong phone handling and active listening skills

• Analytical and problem‑solving mindset

• Customer‑centric and quality‑driven

• Willing to work shifting schedules

• Able to work with minimal supervision

• Preferred: Global Package experience

• Ability to identify and promote continuous improvement

• Demonstrated leadership capability

• Ability to understand and execute policies and procedures effectively

Employee Type:
 

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