Client servicing (Chandigarh)

Delhivery; Chandigarh; On-site; INR 300,000 - 460,000; Full time

Job summary

Delhivery in India is seeking a Client Service professional to deliver exceptional support across phone, email and chat channels. You will understand customer needs, resolve issues promptly and provide accurate information to ensure satisfaction with Delhivery's products and services.

The role includes assisting with shipment tracking, delivery inquiries, billing questions, regulatory compliance, and collaboration with internal teams to improve processes and service levels.

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

Job description

Job Description

The Client Service 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