Client Service Associate

Delhivery; Gurugram District, Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Delhivery is hiring for a Client Service Associate to deliver exceptional customer support and ensure satisfaction with Delhivery’s products and services. You will handle inquiries, complaints, and requests across phone, email, and chat, understanding customer needs and providing timely information.

Key responsibilities include shipment tracking, resolving delivery issues, billing inquiries, and regulatory documentation.

Qualifications

• Customer service orientation and communication skills.
• Ability to handle inquiries across multiple channels (phone, email, chat).
• Problem-solving mindset with attention to detail.

Responsibilities

• Providing assistance with shipment tracking and delivery inquiries and drive regular engagement/quick response
• Resolving issues related to shipments (missing or damaged packages, customs delays, or delivery exceptions)
• CS Engagement via Ticketing module, getting timely response; Keep active track of timely closure of tickets
• Assisting with billing inquiries such as explaining charges, resolving disputes and/or claims, or providing information on payment options
• Providing support for shipping services and delivery options available, regulatory compliance, documentation requirements, claim monitoring
• Analyze and support with insights to improve the process and internal operations and service levels
• Handling customer escalations-preparing RCA / CAPA and providing the solution.

Job description

Mode: Work from Office (6 Days working)

Job Description: The Client Service Associate at Delhivery will be responsible to provide exceptional service and support to customers, ensuring their satisfaction with Delhivery's products and services. You will handle inquiries, complaints, and requests through various communication channels, including phone, email, and chat. Your role involves understanding customer needs, resolving issues, and delivering accurate and timely information.

Key Responsibilities

• Providing assistance with shipment tracking and delivery inquiries and drive regular engagement/quick response
• Resolving issues related to shipments (missing or damaged packages, customs delays, or delivery exceptions)
• CS Engagement via Ticketing module, getting timely response; Keep active track of timely closure of tickets
• Assisting with billing inquiries such as explaining charges, resolving disputes and/or claims, or providing information on payment options
• Providing support for shipping services and delivery options available, regulatory compliance, documentation requirements, claim monitoring
• Analyze and support with insights to improve the process and internal operations and service levels
• Handling customer escalations-preparing RCA / CAPA and providing the solution .