Client Service Associate - Gurgaon

Delhivery; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Delhivery is a leading Indian fulfillment platform for digital commerce, seeking a Client Service Associate to deliver exceptional service and support across multiple channels. The role focuses on understanding customer needs, resolving issues, and providing timely, accurate information to ensure satisfaction.

Based in Gurugram, the associate will handle tracking inquiries, shipping options, billing questions, and escalation management, while collaborating with internal stakeholders to enhance

Qualifications

• Excellent communication skills (verbal and written).
• Customer-centric approach with focus on issue resolution.
• Strong problem-solving and analytical thinking.
• Good time management and ability to handle multiple inquiries.

Responsibilities

• Provide exceptional customer service via phone, email and chat.
• Handle inquiries, complaints, and requests; resolve issues and provide accurate information.
• Assist with shipment tracking, delivery inquiries, and regular engagement.
• Support billing inquiries, explain charges, resolve disputes or claims.
• Provide knowledge on shipping options, regulatory documentation, and claims.
• Collaborate with internal teams to improve client account performance and service levels.

Job description

Delhivery is Indias leading fulfillment platform for digital commerce. With its nationwide network extending beyond 18,000 pin codes and 2,500 cities, the company provides a full suite of logistics services such as express parcel transportation, LTL and FTL freight, reverse logistics, cross-border, B2B & B2C warehousing and technology services.

Delhivery has successfully fulfilled over 550 million transactions since inception and today works with over 10,000 direct customers, which includes large & small e-commerce participants, SMEs, and over 350 leading enterprises & brands.

Vision- Since its inception in 2011, Delhivery has become Indias leading supply chain services company. Our vision is to become the operating system for commerce in India, through a combination of world-class infrastructure, high-quality logistics operations, cutting-edge engineering, and technology capabilities.

Team- Delhivery was founded in 2011 by Sahil Barua, Mohit Tandon, Bhavesh Manglani, Suraj Saharan, and Kapil Bharati and is now 40,000+ people strong.

Role Details: Designation : Associate

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

Analyzeandsupport with insights to improve the process and internal operations and service levels

Handlingcustomer escalations-preparing RCA / CAPA and providing the solution

Collaborate with internal stakeholders to maintain and increase performance of client accounts

Designing SOP, mapping and freezing requirements, client NPS management and providing best solutions to the business Required Skills and competencies

Excellent communication skills: You should possess strong verbal and written communication abilities to effectively interact with customers and convey information clearly and concisely.

Customer-centric approach: A deep understanding of customer needs and the ability to keep focus on their issue is a fast paced and complex environment

Problem-solving skills: You must be adept at analyzing customer issues, identifying root causes, and providing appropriate solutions or escalating matters as needed.

Time management: The ability to prioritize tasks, manage multiple inquiries simultaneously, and meet deadlines is essential for efficient customer service delivery.

Familiarity with customer-relationship management (CRM) software programs

Problem-solving and critical thinking: You will encounter complex customer issues that require effective problem-solving skills and the ability to think critically. You should be able to analyze situations, evaluate available options, and propose viable solutions to ensure customer satisfaction.

Flexible with the working schedule; may be expected to work weekends, holidays and events where there is increased service demand