Assistant Manager - Customer Service (Gurgaon)

Job description

**COMPANY PROFILE** **Brief-** Delhivery is Indias 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 :** Manager **Mode:** Work from Office (6 Days working) **Office Address:** Godrej Enteria, Chandigarh, Phase 1 - Second floor Block I **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 members' 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.