Customer Service Agent (Enhancement Ownership Resolution)

About the role

UPS Colombia offers a permanent, fully remote position for a Customer Service Agent who provides a one-to-one customer service experience for UPS customers. The agent analyzes and resolves problems, handles tracing and claim inquiries, and keeps ownership of customer situations until they are resolved, which may include follow-ups and outbound calls. The role may also support the CRG team and other customer service tasks such as answering customer calls.

Key responsibilities

• Analyze and resolve customer issues, including tracing and claim inquiries.
• Maintain ownership of customer situations through resolution, including follow-ups and outbound calls.
• Build and maintain relationships with internal functions such as Billing, Brokerage, Delivery Information and Operations.
• Record communications with customers in a database.
• Review internal audit reviews and customer surveys.
• Support the CRG team and other customer service activities, including frontline customer calls.

Required profile

• Technician level or above in administrative, customer service or finance careers.
• Previous customer service experience at UPS.
• English at 50% or above.
• Shift Monday to Friday, 2:00 am to 2:00 pm, including Colombian holidays, with shift flexibility.
• Grade A14 (former grade 8).

Required skills

• Strong oral and written communication skills.
• Strong problem-solving skills.
• Flexibility and a positive attitude in adapting to change.

The position is 100% teleworker. Candidates should attach their resume when applying.