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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:

Senior Resolution Assist

 

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 customersFollowing standard onboarding protocol guidelinesAnswers, manage and follows up incoming customer enquiries (internal and external) regarding custom brokerage items with but not limited to the use of CEC / email / phoneResponsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every customerWork with the product training teams to stay updated on product and process knowledge and be informed of any changes in company policiesSolve customer’s problems while turning frustrated customers into repeat customersTake action in dealing with repeating situations, creating CAP’s to overcome and prevent the root causeUpdate and track customers’ enquiriesMaintain and generate customer reports as requiredAssists the supervisor / manager in training and development of the workgroupControl the daily workflow and identify any workflow failure make proposal for adjustments when necessaryAssist with monitoring service levels and other key performance indicators (KPIs) to ensure accomplishment of internal targets

Job Competencies

High level of aspiration to want to helpDemonstrate a calm and high level of willingness desire to helpNeed to speak local language and English (country specific)Confidently communication through verses channelsCan demonstrate high level of ability for customer facing dialogueThe ability to remain calm under pressureAbility to work as part of a teamWilling to show initiativeAbility to adhere to safety regulations and promote a safe work environmentReliable, with high integrity and strong work ethicAbility to keep a positive attitude in a fast-paced environment

 

Requirement

Education : Technical/Vocational Degree - PreferredAccomplishments : Experience – PreferredAlternatives (If Applicable) : BROKERAGEMinimum 2 years' experience in similar roles and exceptional performance a mustAbility to multitask multiple projects and provide guidance to workgroupAbility to delegate responsibilities and provide leadership and training to workgroup

Employee Type:
 

Fixed Term (Fixed Term)

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