UNITED PARCEL SERVICE-Customer Service (Small Package), Dubai –

UNITED PARCEL SERVICE-Customer Service (Small Package), Dubai -

Job Duties:

  • To lead the CS Backline Agents and supervise the customer queries that have been forwarded via internal and external customers.
  • Ensure that these are resolved promptly, and effectively according to the UPS procedures and set KPI.
  • Ensure the complaint are handled professionally and efficiently.
  • Aim to improve first time resolution rate for customer complaints.
  • Investigations to improve service recovery.
  • Minimize customer dissatisfaction and establish UPS’s reputation as a company that cares about its customers.
  • To ensure the day to day administration of the department is done in a professional and efficient manner.
  • Implement individual and departmental targets, projects and standards
  • Take appropriate action to deal with any identified issues with the service being provided to the customer e.g. through escalation.
  • Maintain regular contact with other internal departments when necessary and as defined within the parameters of local agreements.
  • Prevent business loss and maintain customer loyalty to UPS.
  • Ensure that all incoming query requests are acknowledged within the on-hour time frame set out in the procedures and ensure that all queries are only kept for one working day.
  • Ensure and assist where necessary and observe that the appropriate recovery plans is selected and implemented.
  • To provide leadership and direction in driving the quality of customer care initiatives
  • Ensure that the UPS after sales customer care process is managed in a professional and efficient manner, so that the customer’s perception of UPS is positive even after a service failure
  • Ensuring the agents are using all the resources available to achieve this. Liaise with Finance and Sales to speed up the refund and claim process once again to ensure that the customer receives payment/credit speedily
  • The Customer Services Team Leader must evaluate customer events and attempt to obtain first time resolution to the customer’s satisfaction. Where this cannot be achieved then the customer event is to be recorded in the system
  • The Customer services Team leader will have to match customer needs to service offering by understanding the needs and recommending the appropriate services, ensuring that UPS service and revenue target are achieved
  • Coaching and training of agents to be completed and recorded on monthly basics
  • Weekly individual and team performance should be evaluated with both individual agents and immediate manager.

Qualifications and Job Specific Competencies :-

  • Matric or above
  • 1 – 2 years’ leaders’ experience in a Customer Services or Sales related role or with demonstrable
  • Excellent Communication skills and oral communication skills
  • Computer Literate, including electronic mail, word processing, spreadsheet, graphics, etc.
  • Passion to provide excellent customer service
  • A professional telephone manner
  • Effective communication at all levels
  • Punctuality and attendance
  • Customer oriented approach
  • Problem solving and ability to multi-task
  • Teamwork
  • Work under pressure
  • System skills
  • Follows correct procedures
  • General Knowledge of dangerous and hazardous goods
  • General knowledge the import and export industry and customs requirements


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