Associate-Customer Service

Delhivery; South Goa District, North Goa; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Relocation assistance

Career growth opportunities

Data-driven work environment

Cross-functional exposure

Job summary

Delhivery is seeking a customer support professional to handle queries across calls, tickets, chat, social media, or email, ensuring timely resolutions. The role demands coordination with Operations and Last-Mile teams, meticulous follow-up, and accurate data logging for reporting and audits.

The ideal candidate will have strong communication skills, MS Office proficiency, and the ability to multitask in a fast-paced, target-driven environment with flexibility for shifts and occasional travel to

Qualifications

• Graduate in any discipline; candidates with relevant experience may be considered.
• Strong verbal and written communication skills; ability to speak clearly and confidently on calls with customers, clients, and internal teams.
• MS Office proficiency: working knowledge of MS Excel (formulas, filters, pivot tables) and Word/Outlook/PowerPoint.
• Follow-up & liaisoning: ownership mindset with discipline to track items to closure across departments.
• Ability to multitask, prioritize, and work under pressure in a fast-paced, target-driven environment.
• Problem-solving orientation with attention to detail and data accuracy.
• Comfortable working with data trackers, dashboards, and ticketing tools; willingness to learn new systems quickly.

Responsibilities

• Handle customer, consignee, client, and internal stakeholder queries across channels (calls, tickets, chat, social media, or email) with accuracy and within defined turnaround times.
• Investigate and resolve shipment-related issues by coordinating Operations, Last-Mile Delivery Centers, and other internal departments.
• Make and receive calls to consignees, clients, and internal teams to gather information, provide updates, and drive issues to closure.
• Maintain strong follow-up discipline on open cases/tickets until final resolution, ensuring no escalation is left unattended.
• Liaise effectively between customers/clients and internal functions (Operations, SDRs, Recon, Security) to ensure timely and accurate resolution.
• Accurately log interactions, root causes, and resolutions in the relevant systems/trackers for reporting and audit purposes.
• Work within defined SLAs and quality/compliance standards to the assigned team.
• Be available to flex across teams, functions, and shifts including weekends and government holidays based on business requirements.
• Travel occasionally to Delhivery facilities (delivery centers, hubs, or offices) as required for process understanding, audits, or coordination.
• Use MS Excel and other MS Office tools for day-to-day tracking, reporting, and basic data analysis of assigned cases/tickets.

Job description

Key Responsibilities:

• Handle customer, consignee, client, and internal stakeholder queries across assigned channels (calls, tickets, chat, social media, or email) with accuracy and within defined turnaround times.
• Investigate and resolve shipment-related issues by coordinating Operations, Last-Mile Delivery Centers, and other internal departments.
• Make and receive calls to consignees, clients, and internal teams to gather information, provide updates, and drive issues to closure.
• Maintain strong follow‑up discipline on open cases/tickets until final resolution, ensuring no escalation is left unattended.
• Liaise effectively between customers/clients and internal functions (Operations, SDRs, Recon, Security) to ensure timely and accurate resolution.
• Accurately log interactions, root causes, and resolutions in the relevant systems/trackers for reporting and audit purposes.
• Work within defined SLAs and quality/compliance standards applicable to the assigned team.
• Be available to flex across teams, functions, and shifts including weekends and government holidays based on business requirements.
• Travel occasionally to Delhivery facilities (delivery centers, hubs, or offices) as required for process understanding, audits, or coordination.
• Use MS Excel and other MS Office tools for day‑to‑day tracking, reporting, and basic data analysis of assigned cases/tickets.

Required Skills & Qualifications:

• Graduate in any discipline (preferred); candidates with relevant experience may also be considered.
• Prior experience in customer service, BPO, logistics, or operations support is an advantage.
• Communication: strong verbal and written communication skills; ability to speak clearly and confidently on calls with customers, clients, and internal teams.
• MS Office proficiency: good hands‑on working knowledge of MS Excel (formulas, filters, pivot tables, basic data handling) and other MS tools (Word, Outlook, PowerPoint).
• Follow‑up & liaisoning: strong ownership mindset with the discipline to track open items to closure and coordinate across multiple departments.
• Ability to multitask, priorities, and work under pressure in a fast‑paced, target‑driven environment.
• Problem‑solving orientation with attention to detail and data accuracy.
• Comfortable working with data trackers, dashboards, and ticketing tools; willingness to learn new systems quickly.

Additional Requirements:

• Shift flexibility: willingness to work in rotational shifts, as per business requirement.
• Weekend & holiday working: willingness to work on weekends and government holidays as required.
• Cross‑team flexibility: openness to being deployed across any Customer Service function (L2, Geo/SDR, Voice, social media, SLT, Direct) based on business need.
• Travel: Willingness to travel to Delhivery facilities (delivery centres/hubs/offices) as and when required - typically once or twice a year, depending on business needs such as peak season support or in‑depth root cause analysis.

What We Offer:

• Opportunity to solve large‑scale logistics and customer experience challenges impacting millions of shipments every month.
• High ownership with the freedom to drive initiatives end‑to‑end and influence business outcomes.
• Fast‑paced, data‑driven environment where innovation and execution go hand in hand.
• Exposure to cross‑functional leadership across Operations, Product, Engineering, Analytics, and Customer Experience.
• Accelerated career growth based on performance and impact.
• A collaborative and inclusive workplace that encourages continuous learning and professional development.
• The opportunity to build products and processes that redefine logistics in India.
• Internal mobility & relocation: opportunity to move across Customer Service teams and functions, with relocation support extended to eligible employees.