To provide excellent accessibility and first call resolution to customers, and to maximize available revenue opportunities for the business whilst providing an excellent customer experience to all our customers’.
Attending the inbound calls in accordance with the UPS standards.
Have a proactive approach to customer requirements based on historic data base.
Proactively ensure that the customers are aware of the necessary paperwork and any special instructions in line with the compliance and regulations set.
Provide our customers with the right product and pricing information and be consultants in suggesting the most appropriate service based on customer needs
Provide accurate shipment statuses from the track and trace systems
Provides first line of support to the customers on how they can use the web services
Proactively provide alternate solutions based on customer needs.
When first call resolution is not possible, records information and creates a log for our customer care team and any other cross-functional team to arrange a call back to the customer and provide resolution or updates as requested.
Conversion of cash enquires into bookings by providing the right information when it comes to delivery time frames.
Actively promoting premium products & UPS value added services to convert in sales.
Convert cash customers to possible sales leads for our AEs to convert them into account holders.
Check the exceptions in domestic collection and comply with the internal communication and escalation policy to provide resolution and timely information back to our customers.
Formulate written communication requests providing accurate, complete and professional information when responding to internal / external customer enquiries and emails.
Follow up within the agreed time frames until an appropriate response is received.
To ensure transactional information and system entries are completed in an accurate manner;
Accurately enter the required data into the booking system to ensure correct shipment is collected on time.
If no first call resolution possible, recording accurate data to be shared with the customer care team for resolution and customer communication.
Reaching out to colleagues in other departments to clarify any customer enquiries, wherever necessary.
Education and Work Experience
South African residency is a must.
Excellent command over spoken and written English.
Two years of experience in customer service environment and complaint resolutions.
Knowledge of MS office
Closing date: not specified
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