Customer Service Operator – Sostituzione Maternita’

Customer Service Operator

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.

The Customer Service Operator supports UPS customers by managing requests and case resolution activities in accordance with UPS service standards and procedures. The position involves managing customer interactions, opening and analyzing cases, and monitoring resolution processes, ensuring a consistent and high-quality customer experience.

Principal Responsibilities

• Act as the primary contact point for customers, providing professional support via phone, email, and UPS internal systems.
• Open, enter, and manage customer cases, ensuring accurate and timely documentation of all relevant information.
• Analyze and investigate customer-reported issues, verifying available data and collaborating with internal teams for identification of causes and solutions.
• Monitor the progress of cases end-to-end, ensuring resolution within defined service levels and escalating when necessary.
• Communicate clearly and proactively with customers regarding case status, actions taken, and final outcomes.
• Collaborate with internal departments to support effective resolution and compliance with procedures.
• Operate in accordance with UPS policies, procedures, and quality standards.
• Maintain accurate records and reports related to customer interactions and case management, supporting audits and continuous improvement initiatives.

Requisiti

• Diploma di scuola superiore e/o laurea.
• Esperienza pregressa in ruoli di customer service, contact center o supporto al cliente costituisce titolo preferenziale.
• Buona conoscenza della lingua inglese, scritta e parlata.
• Capacità di analisi e problem solving, con attenzione al dettaglio.
• Buone doti comunicative e forte orientamento al cliente.
• Buona dimestichezza con strumenti informatici e sistemi di gestione dei casi (CRM).
• Orientamento al risultato e senso di responsabilità nella presa in carico dei casi.

Fixed Term (Fixed Term)

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.