Customer Service Representative – Case Management

About the role

The Customer Service Representative – Case Management (CCR) handles inbound customer inquiries, documents concerns, investigates evidence, and ensures each case is resolved efficiently. This role supports UPS’s commitment to reliable service and a positive customer experience.

Key responsibilities

• Receive and field customer calls and emails related to case inquiries.
• Document incoming information and accurately log case details.
• Investigate all relevant evidence to determine root causes and appropriate resolutions.
• Monitor case progress and communicate status updates to customers.
• Close cases once all issues are resolved and ensure customer satisfaction.

Required profile

• Strong verbal and written communication skills.
• Excellent attention to detail and organizational ability.
• Ability to analyze information and investigate issues thoroughly.
• Customer‑focused mindset with a commitment to service quality.

Required skills

What we offer

• Permanent employment with UPS.
• Inclusive and supportive workplace culture.
• Opportunities for professional development and career growth.
• Competitive benefits package.