Client Servicing Executive

Kaabil; Mumbai; On-site; INR 279,000 - 390,600; Full time

Job summary

A leading logistics company in Mumbai is seeking a Customer Service Associate to provide exceptional service and support. Responsibilities include handling customer inquiries through phone, email, and chat, resolving issues related to shipments, and collaborating with internal stakeholders. The ideal candidate has strong communication skills and a customer-centric approach. This role requires flexibility in the working schedule and will involve problem-solving and time management skills.

Qualifications

• Strong verbal and written communication abilities.
• Understanding of customer needs in a fast-paced environment.
• Adept at analyzing issues and providing solutions.

Responsibilities

• Provide exceptional service and support to customers.
• Handle inquiries, complaints, and requests through various channels.
• Collaborate with internal stakeholders to maintain client account performance.

Skills

Excellent communication skills

Customer-centric approach

Problem-solving skills

Time management

Familiarity with CRM software

Flexible with working schedule

Job description

Delhivery is India’s 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 India’s 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)

Location

Location - Mumbai - Powai

Office Address

Office Address – PRIMA BAY, 6th floor, Gate No.05, Saki Vihar Rd, off Jogeshwari - Vikhroli Link Road, New Mhada Colony, Savarkar Nagar, Chandivali, Powai, Mumbai, Maharashtra 400076

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 Competences

• 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.