Hiring For Freight Forwarding - Voice Process, Immediate Joiner - Pune

Job Summary

The Global freight forwarding associate is responsible for handling and processing UPS customers' requests about Air freight package enquiries (Pickups, rate quote, tracking and general air freight enquiries) & PAPS (Pre-Arrival Processing System) enquiries for truck shipments.

Handles and processes customers' enquiries/complaint via channel phone calls & emails. This position is responsible for handling calls directly from customers (Shipper, consignee & third party). Making outbound calls to gather information on shipment status with Origin or destination.

The associate will be responsible for delivering top-notch customer service through phone call and email channels to assist our customers.

Job Duties:

• Responds to customer enquiries/queries about freight shipments
• Generates & provides rate quotes
• Schedules pick up
• Performs authorization for high value shipments
• Tracking delivery status of freight shipments
• Tracking PAPS shipment status (Truck shipments)
• Responds to air freight email enquiries/queries received in CEC (Customer engagement center)
• Coordinates with Origin/destination for real time shipment status

Job Requirements:

• Proven experience as a in international KPO/BPO
• Excellent communication and leadership skills.
• Strong organizational and time-management skills.
• Proficiency in call center management software.
• Proven experience in a customer service role, preferably in a call center environment.
• Strong problem-solving abilities and attention to detail.
• Ability to handle stressful situations calmly and professionally.
• Proficiency in using customer service software and tools.
• Handle escalation calls to ensure prompt and effective resolution of complex customer issues
• Follow up on customer interactions to ensure customer satisfaction.
• Flexibility to work in shifts, including evening, night, weekends, and holidays.

Qualifications:

• Graduate/ Post graduate
• Must have a minimum typing speed of 30 words per minute (WPM)