Associate - Customer Support

Delhivery; North Goa; On-site; INR 400,000 - 600,000; Full time

Job summary

Delhivery in Goa is seeking a seasoned Senior Customer Support professional to handle inbound and outbound voice interactions. You will resolve client queries with accuracy and empathy, build strong relationships, and manage escalations within defined timelines.

Ideal candidates have 13 years of experience in voice-based customer service, excellent verbal communication, and the ability to coordinate across teams. Willingness to relocate to North Goa or be a Goa resident is required.

Qualifications

• Graduate in any discipline.
• 13 years of experience in Customer Support / Customer Service (Voice Process).
• Excellent verbal communication skills with strong customer handling abilities.
• Hands-on experience in handling voice interactions and customer queries.
• Ability to manage difficult conversations and escalations professionally.
• Strong problem-solving and coordination skills.
• Experience in Logistics, Supply Chain, or E-commerce industry is an added advantage.
• Must be willing to relocate to North Goa or be a native/resident of Goa.

Responsibilities

• Handle inbound and outbound customer calls as per defined support processes.
• Provide accurate and timely resolution to client queries and concerns over voice interactions.
• Build strong client relationships through clear, professional, and empathetic communication.
• Manage escalations and ensure effective issue resolution within defined timelines.
• Coordinate with internal teams for smooth resolution of client concerns.
• Maintain accurate records of customer interactions and follow-ups.
• Adhere to defined quality, productivity, and service level standards.

Skills

Verbal communication

Voice process

Customer handling

Problem solving

Coordination

Education

Graduation

Job description

Key Responsibilities

• Handle inbound and outbound customer calls as per defined support processes.
• Provide accurate and timely resolution to client queries and concerns over voice interactions.
• Build strong client relationships through clear, professional, and empathetic communication.
• Manage escalations and ensure effective issue resolution within defined timelines.
• Coordinate with internal teams for smooth resolution of client concerns.
• Maintain accurate records of customer interactions and follow-ups.
• Adhere to defined quality, productivity, and service level standards.

Required Qualifications & Skills

• Graduate in any discipline.
• 13 years of experience in Customer Support / Customer Service (Voice Process).
• Excellent verbal communication skills with strong customer handling abilities.
• Hands-on experience in handling voice interactions and customer queries.
• Ability to manage difficult conversations and escalations professionally.
• Strong problem-solving and coordination skills.
• Experience in Logistics, Supply Chain, or E-commerce industry is an added advantage.
• Must be willing to relocate to North Goa or be a native/resident of Goa.