Customer Service - Goa

Job description

**Role Name:** Customer Service **Location:** Goa **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. L2 Dispute Handling escalated client and consignee disputes requiring deeper investigation and coordination with Operations. Geo / SDR Structure Supporting last mile/MM delivery center performance and resolution within a defined geographic area of responsibility. Voice Inbound/outbound calling with consignees and Shippers for query resolution and proactive updates. Social Media Responding to and resolving customer queries/complaints raised on social and digital channels. SLT (Escalations) Managing senior-leadership-routed and other high-priority escalations end-to-end with strong follow up on closure. Direct Handling queries and coordination for Delhivery Direct clients and shippers. **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.