GBS Customer Support Rep II

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Job Description:

Job Summary

This position helps UPS deliver excellent service and create value for customers by following processes and providing solutions to customers that enable growth. This position helps UPS identify and overcome barriers to employee and customer success.

Shift: Tuesday to Saturday

Working Hours Range: Between 1:00 am and 2:00 pm (Rotating shifts)

Responsibilities:

Assists customers with questions about packages and collaborates with other UPSers to find solutions to facilitate delivery when necessary.

Maintains awareness of performance goals and results.

Meets or exceeds “Key Performance Indicator” metrics (i.e., Customer Survey Scores, Quality, Customer Impact Time, and Adherence to Schedule, etc.).

Submits ideas and solutions to improve the UPS experience

Multiskills

Qualifications:

Strong customer service skills and listening skills

Strong written and verbal communication and problem solving skills

Ability to manage multiple tasks simultaneously in a fast-paced environment with minimal supervision and a high attention to detail

Customer service experience

- English 70% (conversational) MANDATORY

Systems management (Office)

- 44 weekly hours

- Teleworking 100% - Medellín and Metropolitan Area

- Grade: 007

Employee Type:

Permanent

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