Client Experience Associate (Customer Service)- Night Shift

The Client Service Associate at Delhivery will be responsible to provide exceptional service and support to customers, ensuring their satisfaction with Delhivery's products and services. You will handle inquiries, complaints, and requests through various communication channels, including phone, email, and chat. Your role involves understanding customer needs, resolving issues, and delivering accurate and timely information.

Note: This role is specifically for Night Shift (6 PM to 3 AM).

Key Responsibilities:

● Providing assistance with shipment tracking and delivery inquiries and drive regular engagement/quick response

● Resolving issues related to shipments (missing or damaged packages, customs delays, or delivery exceptions)

● CS Engagement via Ticketing module, getting timely response; Keep active track of timely closure of tickets

● Assisting with billing inquiries such as explaining charges, resolving disputes and/or claims, or providing information on payment options

● Providing support for shipping services and delivery options available, regulatory compliance, documentation requirements, claim monitoring

● Analyze and support with insights to improve the process and internal operations and service levels

● Handling customer escalations-preparing RCA / CAPA and providing the solution

● Collaborate with internal stakeholders to maintain and increase performance of client accounts

● Designing SOP, mapping and freezing requirements, client NPS management and providing best solutions to the business

Required Skills and competencies

• Excellent communication skills: You should possess strong verbal and written communication abilities to effectively interact with customers and convey information clearly and concisely.
• Customer-centric approach: A deep understanding of customer needs and the ability to keep focus on their issue is a fast paced and complex environment
• Problem-solving skills: You must be adept at analyzing customer issues, identifying root causes, and providing appropriate solutions or escalating matters as needed.
• Time management: The ability to prioritize tasks, manage multiple inquiries simultaneously, and meet deadlines is essential for efficient customer service delivery.
• Familiarity with customer-relationship management (CRM) software programs
• Problem-solving and critical thinking: You will encounter complex customer issues that require effective problem-solving skills and the ability to think critically. You should be able to analyze situations, evaluate available options, and propose viable solutions to ensure customer satisfaction.
• Flexible with the working schedule; may be expected to work weekends, holidays and events where there is increased service demand