Customer Service Associate (SME) - Bangalore /Kolkata

Delhivery; Kolkata District, Bengaluru; On-site; INR 500,000 - 700,000; Full time

Job summary

Delhivery in Kolkata is seeking a client servicing professional to manage day-to-day relationships with enterprise clients, ensuring SLA commitments and timely resolutions. You will act as the primary point of contact, escalate issues when needed, and coordinate with internal operations, warehouse, and cross-functional teams to deliver seamless service.

Responsibilities include monitoring account performance, preparing MIS reports in Excel, and driving process improvements to enhance customer

Qualifications

• 2+ years of experience in Client Servicing, Key Account Management, Customer Success, or Operations.
• Strong experience in client relationship management and escalation handling.
• Experience working with enterprise/B2B clients.
• Good understanding of SLA management and operational coordination.
• Proficiency in Microsoft Excel and reporting.
• Excellent communication skills in English; Hindi is an added advantage.
• Strong problem-solving, stakeholder management, and multitasking abilities.
• Experience in logistics, last-mile delivery, e-commerce, mobility, or operations-driven environments is preferred

Responsibilities

• Serve as the primary point of contact for enterprise clients and manage day-to-day client relationships.
• Handle client escalations and ensure timely resolution while maintaining SLA commitments.
• Coordinate with internal operations, warehouse, and cross-functional teams to ensure seamless service delivery.
• Monitor account performance, identify process improvement opportunities, and drive operational excellence.
• Prepare and maintain MIS reports using Microsoft Excel.
• Ensure high levels of client satisfaction, retention, and service quality.
• Collaborate with stakeholders to resolve operational issues and improve customer experience.

Job description

Key Responsibilities

• Serve as the primary point of contact for enterprise clients and manage day-to-day client relationships.
• Handle client escalations and ensure timely resolution while maintaining SLA commitments.
• Coordinate with internal operations, warehouse, and cross-functional teams to ensure seamless service delivery.
• Monitor account performance, identify process improvement opportunities, and drive operational excellence.
• Prepare and maintain MIS reports using Microsoft Excel.
• Ensure high levels of client satisfaction, retention, and service quality.
• Collaborate with stakeholders to resolve operational issues and improve customer experience.

What we're looking for

• 2+ years of experience in Client Servicing, Key Account Management, Customer Success, or Operations.
• Strong experience in client relationship management and escalation handling.
• Experience working with enterprise/B2B clients.
• Good understanding of SLA management and operational coordination.
• Proficiency in Microsoft Excel and reporting.
• Excellent communication skills in English; Hindi is an added advantage.
• Strong problem-solving, stakeholder management, and multitasking abilities.
• Experience in logistics, last-mile delivery, e-commerce, mobility, or operations-driven environments is preferred