Customer Service Associate - North Goa

Job description

**Job Description** Delhivery is looking for a Customer Service Associate to manage customer and client queries, resolve shipment-related issues, and coordinate with internal teams to ensure timely resolution. The ideal candidate should have excellent communication skills, a customer-first approach, and the ability to work in a fast-paced environment. **Key Responsibilities** **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. **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.