Customer Resolution Agent - Global Business Services (GBS)
Pubblicato il 23-09-2026 - UPS in Milano
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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. About the Role As a Customer Resolution Agent , you will be responsible for delivering excellent support to internal and external customers across Italy and international markets. You will manage inquiries, complaints, and service-related requests, taking ownership of each case and coordinating with relevant stakeholders to ensure timely and effective resolution. In this role, you will contribute to delivering a positive customer experience while supporting operational excellence and continuous improvement initiatives within the Customer Resolution Group (CRG).
Key Responsibilities
- Manage customer inquiries, complaints, and service requests through various communication channels.
- Take ownership of customer cases from receipt through resolution, ensuring timely follow-up and communication.
- Collaborate with internal departments and external stakeholders to identify and implement effective solutions.
- Maintain accurate records and case documentation in company systems.
- Perform administrative and operational support activities, including data management, reporting, and auditing tasks.
- Support additional projects and business activities as required.
Requirements
- Previous experience in Customer Service, Shared Services, Customer Support, or a similar customer-facing role.
- Strong problem-solving and organizational skills.
- Customer-focused mindset with a proactive approach.
- Excellent communication and interpersonal skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Good knowledge of Microsoft Office applications.
- Excellent Italian and English, both written and spoken.
What We Offer
- Permanent employment contract (Tempo indeterminato).
- Full-time position, Monday to Friday, from 9:30 AM to 6:30 PM.
- A dynamic and international work environment.
- Opportunities for professional growth and development.
- Exposure to cross-functional teams and global stakeholders.
- A collaborative, inclusive, and customer-focused culture.
- Hybrid working opportunities, where applicable.
Location : Vimodrone (MI) Employee Type Permanent UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.