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Senior Resolution Assist

Primary Location E. ANDREW AVE. DMIA, PAMPANGA, Philippines , 2023 Job ID R24015870

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Job Summary
The Senior Resolution Assist manages customer relationships for Brokerage products and will be the one point of contact for customer enquiries. They will have a strong command of the company's customer service policies, and be well-versed and trained in product knowledge that can be critical for offering quick and accurate resolution to customer enquiries. Senior Resolution Assist will manage the internal communication with teams auctioning the enquiries and will be responsible to follow up and help close out Internal and external enquiries

Job Duties

  • Onboarding of customers and sending out welcome message s for first time customers
  • Following standard onboarding protocol guidelines
  • Answers, manage and follows up incoming customer enquiries (internal and external) regarding custom brokerage items with but not limited to the use of CEC / email / phone
  • Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with every customer
  • Work with the product training teams to stay updated on product and process knowledge and be informed of any changes in company policies
  • Solve customer’s problems while turning frustrated customers into repeat customers
  • Take action in dealing with repeating situations, creating CAP’s to overcome and prevent the root cause
  • Update and track customers’ enquiries
  • Maintain and generate customer reports as required
  • Assists the supervisor / manager in training and development of the workgroup
  • Control the daily workflow and identify any workflow failure make proposal for adjustments when necessary
  • Assist with monitoring service levels and other key performance indicators (KPIs) to ensure accomplishment of internal targets

Job Competencies

  • High level of aspiration to want to help
  • Demonstrate a calm and high level of willingness desire to help
  • Need to speak local language and English (country specific)
  • Confidently communication through verses channels
  • Can demonstrate high level of ability for customer facing dialogue
  • The ability to remain calm under pressure
  • Ability to work as part of a team
  • Willing to show initiative
  • Ability to adhere to safety regulations and promote a safe work environment
  • Reliable, with high integrity and strong work ethic
  • Ability to keep a positive attitude in a fast-paced environment


  • Education : Technical/Vocational Degree - Preferred
  • Accomplishments : Experience – Preferred
  • Alternatives (If Applicable) : BROKERAGE
  • Minimum 2 years' experience in similar roles and exceptional performance a must
  • Ability to multitask multiple projects and provide guidance to workgroup
  • Ability to delegate responsibilities and provide leadership and training to workgroup

Employee Type:

Fixed Term (Fixed Term)

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.