Job Information
UPS Senior Resolution Assist in Cebu City, Philippines
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Job Description:
Job Summary
The Senior Resolution Assist manages customer relationships for Brokerage products and will be the one point of contact for customer enquiries. They will have a strong command of the company's customer service policies, and be well-versed and trained in product knowledge that can be critical for offering quick and accurate resolution to customer enquiries. Senior Resolution Assist will manage the internal communication with teams auctioning the enquiries and will be responsible to follow up and help close out Internal and external enquiries
Job Duties
Onboarding of customers and sending out welcome message s for first time customers
Following standard onboarding protocol guidelines
Answers, manage and follows up incoming customer enquiries (internal and external) regarding custom brokerage items with but not limited to the use of CEC / email / phone
Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every customer
Work with the product training teams to stay updated on product and process knowledge and be informed of any changes in company policies
Solve customer’s problems while turning frustrated customers into repeat customers
Take action in dealing with repeating situations, creating CAP’s to overcome and prevent the root cause
Update and track customers’ enquiries
Maintain and generate customer reports as required
Assists the supervisor / manager in training and development of the workgroup
Control the daily workflow and identify any workflow failure make proposal for adjustments when necessary
Assist with monitoring service levels and other key performance indicators (KPIs) to ensure accomplishment of internal targets
Applicable only to Brokerage Partner
- NA
Job Competencies
High level of aspiration to want to help
Demonstrate a calm and high level of willingness desire to help
Need to speak local language and English (country specific)
Confidently communication through verses channels
Can demonstrate high level of ability for customer facing dialogue
The ability to remain calm under pressure
Ability to work as part of a team
Willing to show initiative
Ability to adhere to safety regulations and promote a safe work environment
Reliable, with high integrity and strong work ethic
Ability to keep a positive attitude in a fast-paced environment
Requirement
Education : Technical/Vocational Degree - Preferred
Accomplishments : Experience – Preferred
Alternatives (If Applicable) : BROKERAGE
Minimum 2 years' experience in similar roles and exceptional performance a must
Ability to multitask multiple projects and provide guidance to workgroup
Ability to delegate responsibilities and provide leadership and training to workgroup
Employee Type:
Fixed Term (Fixed Term)
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
Company: UNITED PARCEL SERVICE
Category: Operations
Requisition Number: R24005176
Location: Cebu City,Philippines