Client Service Manager - Bangalore

Delhivery; Bengaluru; On-site; INR 750,000 - 1,100,000; Full time

Job summary

Delhivery in Bengaluru is seeking a Customer Service Manager to lead a team, manage daily operations, and drive excellent customer support. You will coach staff, set performance goals, and implement training to elevate service quality.

The role focuses on building strong client relationships, addressing escalations promptly, and collaborating with cross-functional teams to optimize processes for faster, smoother deliveries.

Qualifications

• Graduate degree; 4+ years of experience in the CS function desirable.
• Proven experience in a customer service management role, preferably in logistics or supply chain.
• Strong leadership and people management skills with the ability to inspire and develop a team.
• Excellent communication and interpersonal skills to interact with customers and stakeholders.
• Analytical mindset with ability to interpret data and derive insights.
• Proficiency in using customer service management software and tools.

Responsibilities

• Lead, coach, and motivate a team of customer service representatives.
• Set performance goals, provide feedback, and conduct evaluations.
• Develop training programs and provide ongoing training.
• Build and maintain relationships with key clients and stakeholders.
• Oversee daily operations and monitor KPIs to identify improvement areas.
• Handle escalated issues and ensure timely resolutions.
• Prepare reports on performance, trends, and customer feedback.

Skills

Team leadership

Communication

People management

Customer service

Analytical skills

Decision making under pressure

Education

Graduate degree

Tools

CRM software

Job description

Job Description:

As a Customer Service Manager at Delhivery, you will play a vital role in ensuring exceptional customer satisfaction and smooth operations within our logistics organization. You will be responsible for managing and leading a team of customer service representatives, overseeing their daily activities, and continuously improving customer service processes. Your focus will be on fostering positive customer relationships, resolving issues, and ensuring timely and efficient delivery of services.

Key Responsibilities:

Team Leadership:

Lead, coach, and motivate a team of customer service representatives.

Set performance goals, provide regular feedback, and conduct performance evaluations.

Develop training programs and provide continuous training to enhance team members' skills.

Foster a positive work environment that encourages collaboration, productivity, and employee growth.

Customer Relationship Management:

Build and maintain strong relationships with key clients and stakeholders.

Address customer inquiries, concerns, and escalations promptly and professionally.

Ensure exceptional customer satisfaction by consistently meeting or exceeding service level agreements.

Analyze customer feedback and implement strategies to improve service quality.

Operational Efficiency:

Oversee and manage the daily operations of the customer service department.

Monitor service metrics and key performance indicators (KPIs) to identify areas for improvement.

Develop and implement strategies to optimize processes and enhance customer service efficiency.

Collaborate with cross-functional teams, such as operations, sales, and IT, to streamline operations and enhance customer experience.

Issue Resolution:

Handle complex or escalated customer issues and provide timely resolutions.

Investigate and analyze customer complaints and implement corrective actions as necessary.

Coordinate with relevant departments to resolve customer issues and ensure prompt resolution.

Reporting and Analysis:

Prepare regular reports on customer service performance, including KPIs, trends, and customer feedback.

Conduct data analysis to identify patterns, trends, and areas for improvement.

Provide insights and recommendations to senior management based on data analysis.

Required Skills and competencies

Graduate degree; 4+ years of experience in the CS function is desirable

Proven experience in a customer service management role, preferably within the logistics or supply chain industry.

Strong leadership and people management skills, with the ability to inspire and develop a team.

Excellent communication and interpersonal skills to effectively interact with customers, team members, and stakeholders.

Sound knowledge of customer service principles and practices, including complaint handling and issue resolution.

Analytical mindset with the ability to interpret data and generate actionable insights.

Proficiency in using customer service management software and tools.

Strong problem-solving skills and the ability to make decisions under pressure.

Flexibility to adapt to changing priorities and work in a fast-paced environment.

Knowledge of logistics and supply chain operations is desirable.