Customer Service Representative IV
UPS INTERNATIONAL INC.
Total years of experience :6 years, 4 Months
Handled a telecom account based in the US that deals with customers inquiries about their billing
statement, service status, account activation, sales and retention.
o Deliver service and support to end-users using and operating automated call distribution phone
o Interact with customers to provide and process information in response to inquiries, concerns, and
o Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
o Diagnose and resolve technical hardware and software issues involving internet connectivity, email
o Research required information using available resources;
o Follow standard processes and procedures;
software, via remote connection or over the Internet;
requests about products and services;
clients, IPTV, VOIP and more;
Research required information using available resources;
o Follow standard processes and procedures;
o Identify and escalate priority issues per Client specifications;
o Redirect problems to appropriate resource;
o Accurately process and record call transactions using a computer and designated tracking
software;
Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’
business;
o Organize ideas and communicate oral messages appropriate to listeners and situations;
o Follow up and make scheduled call backs to customers where necessary;
o Stay current with system information, changes and updates
Assist customers to cancel, modify, extend and place a reservation for their car rentals both
Domestic US and International.