Client Servicing - Gurugram

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

Job summary

Delhivery is seeking a Client Service professional to deliver exceptional customer service and support. You will handle inquiries, complaints, and requests via phone, email, and chat, ensuring timely and accurate information to satisfy customers.

Key duties include tracking shipments, resolving issues, billing support, regulatory documentation, and driving process improvements. You will collaborate with internal teams to maintain high service levels and manage client accounts.

Qualifications

• Exceptional customer service and support to customers.
• Handle inquiries, complaints, and requests through multiple channels (phone, email, chat).
• Understand customer needs, resolve issues, and provide accurate and timely information.

Responsibilities

• Provide shipment tracking and delivery inquiry assistance; drive quick responses.
• Resolve shipment issues (missing/damaged packages, customs delays, delivery exceptions).
• CS engagement via ticketing; ensure timely ticket closure and updates.
• Assist with billing inquiries: explain charges, resolve disputes, provide payment information.
• Support shipping services, delivery options, regulatory docs, and claim monitoring.
• Analyze data to improve processes, operations and service levels.
• Handle customer escalations; prepare RCA/CAPA and implement solutions.
• Collaborate with internal stakeholders to improve client account performance.
• Design SOPs, map requirements, manage client NPS; propose best business solutions.

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 busines