Associate-Customer Service

Job description

Key Responsibilities: • Handle customer, consignee, client, and internal stakeholder queries across assigned channels (calls, tickets, chat, social media, or email) with accuracy and within defined turnaround times. • Investigate and resolve shipment-related issues by coordinating Operations, Last-Mile Delivery Centers, and other internal departments. • Make and receive calls to consignees, clients, and internal teams to gather information, provide updates, and drive issues to closure. • Maintain strong follow-up discipline on open cases/tickets until final resolution, ensuring no escalation is left unattended. • Liaise effectively between customers/clients and internal functions (Operations, SDRs, Recon, Security) to ensure timely and accurate resolution. • Accurately log interactions, root causes, and resolutions in the relevant systems/trackers for reporting and audit purposes. • Work within defined SLAs and quality/compliance standards applicable to the assigned team. • Be available to flex across teams, functions, and shifts including weekends and government holidays based on business requirements. • Travel occasionally to Delhivery facilities (delivery centers, hubs, or offices) as required for process understanding, audits, or coordination. • Use MS Excel and other MS Office tools for day-to-day tracking, reporting, and basic data analysis of assigned cases/tickets. Required Skills & Qualifications: • Graduate in any discipline (preferred); candidates with relevant experience may also be considered. • Prior experience in customer service, BPO, logistics, or operations support is an advantage. • Communication: strong verbal and written communication skills; ability to speak clearly and confidently on calls with customers, clients, and internal teams. • MS Office proficiency: good hands-on working knowledge of MS Excel (formulas, filters, pivot tables, basic data handling) and other MS tools (Word, Outlook, PowerPoint). • Follow-up & liaisoning: strong ownership mindset with the discipline to track open items to closure and coordinate across multiple departments. • Ability to multitask, priorities, and work under pressure in a fast-paced, target-driven environment. • Problem-solving orientation with attention to detail and data accuracy. • Comfortable working with data trackers, dashboards, and ticketing tools; willingness to learn new systems quickly. Additional Requirements: • Shift flexibility: willingness to work in rotational shifts, as per business requirement. • Weekend & holiday working: willingness to work on weekends and government holidays as required. • Cross-team flexibility: openness to being deployed across any Customer Service function (L2, Geo/SDR, Voice, social media, SLT, Direct) based on business need. • Travel: Willingness to travel to Delhivery facilities (delivery centres/hubs/offices) as and when required - typically once or twice a year, depending on business needs such as peak season support or in-depth root cause analysis. What We Offer: • Opportunity to solve large-scale logistics and customer experience challenges impacting millions of shipments every month. • High ownership with the freedom to drive initiatives end-to-end and influence business outcomes. • Fast-paced, data-driven environment where innovation and execution go hand in hand. • Exposure to cross-functional leadership across Operations, Product, Engineering, Analytics, and Customer Experience. • Accelerated career growth based on performance and impact. • A collaborative and inclusive workplace that encourages continuous learning and professional development. • The opportunity to build products and processes that redefine logistics in India. • Internal mobility & relocation: opportunity to move across Customer Service teams and functions, with relocation support extended to eligible employees.