Client Service Associate - Lucknow / Mumbai

Delhivery; Lucknow, Mumbai; On-site; INR 260,000 - 380,000; Full time

Job summary

Delhivery is India\'s leading fulfillment platform for digital commerce. With its nationwide network, Delhivery provides a full suite of logistics services and has fulfilled over 550 million transactions since inception.

We are seeking a Client Service Associate to join our team in Lucknow, working from office (6 days a week) to ensure exceptional service and customer satisfaction. The Client Service Associate will handle inquiries, complaints, and requests through phone, email, and chat,

Qualifications

• Excellent communication skills.
• Customer-centric approach with a focus on satisfaction.
• Strong problem-solving abilities and quick thinking.
• Effective time management in a fast-paced environment.
• Familiarity with CRM software and ticketing systems.
• Flexible with weekends, holidays, and events when needed.

Responsibilities

• Handle inquiries, complaints, and requests via phone, email, and chat.
• Provide shipment tracking information and delivery updates.
• Resolve shipment issues such as missing or damaged packages and delays.
• Manage CS tickets and ensure timely closure.
• Assist with billing inquiries and explain charges or payment options.
• Support shipping services, regulatory compliance, and documentation.
• Analyze data to improve processes and service levels.
• Handle customer escalations and prepare RCA/CAPA.
• Collaborate with internal teams to improve account performance.
• Contribute to SOP design and client NPS initiatives.

Skills

Excellent communication

Customer-centric

Problem solving

Time management

CRM familiarity

Flexible schedule

Tools

CRM software

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