Client Servicing Manager (Logistics preferred) - Mumbai

Delhivery; Mumbai; On-site; INR 1,600,000 - 2,400,000; Full time

Job summary

Delhivery in Mumbai is seeking a Customer Service Manager to lead a team of service professionals in a busy logistics environment. The role focuses on delivering exceptional customer satisfaction, resolving escalations, and ensuring timely delivery of services.

You will coach and mentor staff, monitor KPIs, collaborate with operations and IT, and implement process improvements to enhance the customer experience while maintaining service excellence in a fast-paced setting.

Qualifications

• Graduate degree; 4+ years of experience in customer service (CS) function desirable.
• Proven experience in a customer service management role within logistics or supply chain.
• Strong leadership and people management skills with ability to develop a team.
• Excellent communication and interpersonal skills for customers, team members and stakeholders.
• Analytical mindset to interpret data and derive actionable insights.

Responsibilities

• Lead, coach, and motivate a team of customer service representatives.
• Set performance goals, provide feedback, and conduct evaluations.
• Develop training programs to enhance team member skills.
• Foster a positive work environment promoting collaboration and growth.
• Oversee daily operations of the CS department and monitor KPIs.
• Manage customer inquiries, escalations, and ensure SLA adherence.
• Coordinate with operations, sales, and IT to streamline processes.
• Prepare reports on CS performance and provide insights to management.

Skills

Team Leadership

Customer Relations

Communication

Data Analysis

Problem Solving

Process Improvement

Collaboration

Adaptability

Leadership Coaching

Education

Graduate Degree

Tools

CRM Software

CS Software Tools

Job description

Role Details:

Designation : Manager

Mode: Work from Office (6 Days working)

Location: Mumbai

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 member 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.