Customer Service Associate

Delhivery; Chandigarh; On-site; INR 300,000 - 450,000; Full time

Job summary

Delhivery in Chandigarh seeks candidates for managing customer interactions related to shipment tracking and delivery updates. Responsibilities include handling inbound and outbound support calls, ensuring compliance, and maintaining high service quality.

The ideal candidate is a graduate/post-graduate with at least one year of experience in customer service, logistics, or e-commerce. The role involves working in rotational shifts at the office.

Qualifications

• Post Graduates/Graduates preferred with relevant experience.
• Min. 1 year in Inbound or Outbound Process, Customer Service, Logistics, Courier, or E-commerce operations.

Responsibilities

• Handle customer calls, shipment inquiries, complaints, escalations, and CRM documentation.
• Conduct callbacks, shipment update calls, delivery coordination, address verification, and follow-ups.
• Ensure professional communication, FCR, compliance, and customer satisfaction.

Skills

Excellent communication

Customer handling

CRM knowledge

Problem-solving

Multitasking skills

Education

Post Graduates/Graduates preferred

Job description

Job Summary

Manage inbound and outbound customer interactions related to shipment tracking, delivery updates, pickup requests, escalations, and customer callbacks while ensuring high service quality and customer satisfaction.

Key Responsibilities

Inbound Voice Support: Handle customer calls, shipment inquiries, complaints, escalations, and CRM documentation.

Outbound Voice Support: Conduct callbacks, shipment update calls, delivery coordination, address verification, and follow-ups.

Customer Experience Management: Ensure professional communication, FCR, compliance, and customer satisfaction.

Key Performance Indicators (KPIs)

CSAT, FRT, FCR, Quality Score, AHT, Productivity, Adherence, Escalation Management, Resolution Percentage.

Required Qualifications

Post Graduates/Graduates preferred with relevant experience.

Required Skills

Excellent communication, customer handling, CRM knowledge, problem-solving, and multitasking skills.

Preferred Experience

Min.1 year in Inbound or Outbound Process, Customer Service, Logistics, Courier, or E-commerce operations.

Working Conditions

Rotational shifts with Sunday working 6-day working schedule, Work from Office.