Assistant Manager- Customer Relationship

Delhivery; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Delhivery is seeking a Customer Relationship Manager to own the customer experience across FASTag, GPS/Telematics and Fuel Card offerings. You will manage escalations, resolve complaints within SLAs, and drive fraud management while collaborating with Operations, Finance, Sales, Technology and partners to ensure timely resolution and satisfaction.

You will analyze trends, improve processes, and report on key metrics such as CSAT, churn and ticket aging.

Qualifications

• Graduate / MBA preferred with 3+ years of experience in Customer Experience, Customer Relationship Management, Customer Operations, Escalation Management or similar roles.
• Experience in mobility, fleet management, fintech, payments, FASTag, GPS/Telematics or Fuel Card businesses preferred.
• Strong customer-first mindset with excellent communication, listening and problem-solving skills.
• Proven ability to manage escalations and drive issues to closure through cross-functional teams.
• Experience with CRM / ticketing / customer support platforms.
• Strong analytical skills with the ability to identify trends, root causes and process gaps.
• Understanding of fraud identification and prevention will be an advantage.
• Strong stakeholder management, ownership and execution skills.
• Comfortable working with SLAs, MIS, dashboards and customer experience metrics.

Responsibilities

• Customer Escalations & Resolution: Own customer complaints and escalations end-to-end, ensure timely resolution and act as the escalation point for critical customer issues.
• Customer Experience: Understand customer pain points, proactively address concerns and drive initiatives to improve customer satisfaction and delight.
• Cross-functional Collaboration: Work closely with Operations, Finance, Sales, Technology and external partners to resolve customer issues and ensure closure within agreed SLAs.
• Fraud Management: Identify, investigate and coordinate resolution of suspected fraudulent transactions/activities across FASTag, GPS and Fuel Card products.
• Ticketing Management: Manage the customer ticketing platform, ensuring accurate categorization, prioritization, tracking and closure of tickets; monitor ageing and SLA adherence.
• Customer Retention: Identify recurring customer issues and customers at risk of churn; work with relevant teams to address concerns and improve retention.
• Root Cause & Process Improvement: Analyse recurring complaints, identify root causes and drive corrective/preventive actions to reduce repeat issues and improve service efficiency.
• Customer Insights & Reporting: Track and report key metrics including ticket volumes, resolution TAT, SLA adherence, CSAT, repeat complaints, escalations, fraud cases and churn.
• CRM Process Excellence: Build and improve SOPs, escalation mechanisms and workflows to bring greater efficiency and consistency to customer relationship management.

Skills

Customer Experience

Escalation Management

Cross-functional Collaboration

Analytics

Stakeholder Management

CRM Platforms

Problem Solving

Communication

Education

MBA or above

Graduate

Tools

CRM platforms

Ticketing systems

MIS dashboards

Job description

Role Summary

We are looking for a Customer Relationship Manager to own customer experience across our FASTag, GPS/Telematics and Fuel Card businesses. The role will be responsible for managing customer escalations, resolving complaints within defined SLAs, driving fraud management, reducing customer churn and continuously improving the customer experience. The role will work closely with Operations, Finance, Sales, Technology and partner teams to ensure timely resolution and customer satisfaction.

Key Responsibilities

• Customer Escalations & Resolution: Own customer complaints and escalations end-to-end, ensure timely resolution and act as the escalation point for critical customer issues.
• Customer Experience: Understand customer pain points, proactively address concerns and drive initiatives to improve customer satisfaction and delight.
• Cross-functional Collaboration: Work closely with Operations, Finance, Sales, Technology and external partners to resolve customer issues and ensure closure within agreed SLAs.
• Fraud Management: Identify, investigate and coordinate resolution of suspected fraudulent transactions/activities across FASTag, GPS and Fuel Card products.
• Ticketing Management: Manage the customer ticketing platform, ensuring accurate categorization, prioritization, tracking and closure of tickets; monitor ageing and SLA adherence.
• Customer Retention: Identify recurring customer issues and customers at risk of churn; work with relevant teams to address concerns and improve retention.
• Root Cause & Process Improvement: Analyse recurring complaints, identify root causes and drive corrective/preventive actions to reduce repeat issues and improve service efficiency.
• Customer Insights & Reporting: Track and report key metrics including ticket volumes, resolution TAT, SLA adherence, CSAT, repeat complaints, escalations, fraud cases and churn.
• CRM Process Excellence: Build and improve SOPs, escalation mechanisms and workflows to bring greater efficiency and consistency to customer relationship management.

Skills & Qualifications

• Graduate / MBA preferred with 3+ years of experience in Customer Experience, Customer Relationship Management, Customer Operations, Escalation Management or similar roles.
• Experience in mobility, fleet management, fintech, payments, FASTag, GPS/Telematics or Fuel Card businesses preferred.
• Strong customer-first mindset with excellent communication, listening and problem-solving skills.
• Proven ability to manage escalations and drive issues to closure through cross-functional teams.
• Experience with CRM / ticketing / customer support platforms.
• Strong analytical skills with the ability to identify trends, root causes and process gaps.
• Understanding of fraud identification and prevention will be an advantage.
• Strong stakeholder management, ownership and execution skills.
• Comfortable working with SLAs, MIS, dashboards and customer experience metrics.