JOB DESCRIPTION

UPS Global Business Services (GBS) is seeking dynamic and detail-oriented representatives to assist UK and Ireland customers in our Healthcare segment. Healthcare Customer Care Representatives provide holistic support and recovery for Sales, shippers, and recipients of Healthcare shipments. This group is specially trained on UPS Healthcare services and supports these customers by coordinating solutions and providing ownership.

Responsibilities and Duties

• Utilizes GBS systems and trainings to support, resolve, and own Healthcare customer support inquiries
• Follows established standards and leverage specialty processes to resolve inquiries and exceed customer expectations
• Handles outbound and inbound telephone calls and e-mails from internal and external customers
• Partners with Package Operations Management to facilitate resolution of delayed packages
• Partners with other GBS support skills to coordinate resolution
• Follows written procedures to identify and perform best course of action

Knowledge and Skills

• Performs work independently with minimal supervision
• Uses network analytical skills to solve problems and ensure successful recovery
• Displays excellent written and verbal communication skills
• Conveys confidence and ownership while interacting with others
• Builds positive relationships with related internal and external functions
• Shows an ability to successfully multi-task
• Is able to work cooperatively in a fast-pace and diverse work environment
• Practices diligence in driving to resolution – tenacity to resolve and recover
• Seeks and obtains resolution based on complex customer-specific requirements
• Is able to work independently and resolve complex scenarios (cognitive reasoning skills)
• Exhibits management and understanding of operational complexity leveraging multiple systems and data sources

Qualifications:

• High school diploma, GED, or International equivalent
• Strong oral and written communication skills
• Previous customer experience - Preferred