Client Servicing - Ahmedabad

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

Job summary

Delhivery is seeking a Client Service Associate to provide exceptional service across customer inquiries via phone, email, and chat. The role emphasizes tracking, issue resolution, billing support, and collaboration with internal teams to enhance client accounts.

The position requires strong communication, customer-centric problem solving, and flexibility to work a6-day office schedule. You will contribute to SOP creation and ensure timely ticket closures to sustain service levels.

Qualifications

• Excellent verbal and written communication abilities to interact with customers.
• Deep focus on customer needs in a fast-paced, complex environment.
• Adept at analyzing issues, identifying root causes, and providing solutions.
• Ability to prioritize tasks, handle multiple inquiries, and meet deadlines.
• Familiarity with CRM software programs.
• Ability to think critically and propose viable solutions.
• Willingness to work weekends/holidays/events when service demand rises.

Responsibilities

• Assist customers with shipment tracking and delivery inquiries and respond promptly.
• Resolve issues related to shipments, including missing/damaged packages or delays.
• Engage via ticketing, ensuring timely ticket closure.
• Assist with billing inquiries and explain charges or payment options.
• Support shipping services, regulatory requirements, and documentation.
• Provide insights to improve processes and service levels.
• Handle escalations, perform RCA/CAPA, and offer solutions.
• Collaborate with internal stakeholders to improve client account performance.
• Contribute to SOP design and define client requirements and NPS management.

Skills

Communication skills

Customer-centric

Problem-solving

Time management

CRM software

Critical thinking

Flexible schedule

Job description

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
• 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
• 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