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Fiche de poste :
CIS Collection Analyst - Grade 9 (US Collection) Pune
Flexible/rotational shifts (5 days’ working)
Summary:
Collections Analyst will be responsible to assist customers in making payments on the site. Handle customer requests for copies of brokerage invoices and ensure timely delivery of required documentation. Respond to inquiries related to COD (Cash on Delivery) shipments and provide appropriate resolution or guidance. Connect customers with the appropriate Account Specialist for queries related to duties and/or taxes. Support customers with questions or concerns regarding their UPS Customs Brokerage invoices, including issues not related to duty or tax, ensuring a professional and efficient service experience.
Job duties and responsibilities:
Identifies and resolves basic and routine issues impacting payment
Overcomes customer objections concerning payments and assists them in understanding their account terms
Utilizes payment options and negotiates payment arrangements
Follows prescribed escalation procedures
Provides thorough, efficient, and accurate updates to customer and other stakeholder information using various software programs including UPS proprietary programs
Submits recommendations to write-off account balances
Keeping and improving customer relations
Prepare & publish reports to senior management as required
Carry out exceptional coordination with various departments to ensure great customer experience
Knowledge and Skills:
Strong verbal and written communication skills, with the ability to effectively and professionally present information and respond to questions
Excellent analytical and problem resolution skills
Desire to work in a position requiring extensive phone and email communication
Ability to work in a highly measured, fast-paced, production environment
Working knowledge of MS Office
Bachelor’s degree
Prior inbound/outbound calling experience - preferred
Comfortable to work in any shift timings as per process requirements
Type de contrat:
en CDI
Chez UPS, égalité des chances, traitement équitable et environnement de travail inclusif sont des valeurs clefs auxquelles nous sommes attachés.
