Client Service Executive

About Delhivery

Delhivery is India's foremost logistics and fulfillment platform dedicated to digital commerce. Spanning over 18,000 pin codes and more than 2,500 cities nationwide, it offers comprehensive services including express parcel delivery, less-than-truckload (LTL) and full-truckload (FTL) freight, reverse logistics, cross-border shipping, B2B and B2C warehousing, alongside advanced technology solutions. Since its founding in 2011, Delhivery has completed upwards of 550 million transactions and caters to over 10,000 direct customers ranging from small and medium enterprises to over 350 prominent brands.

Delhivery's vision is to evolve into India’s operating system for commerce by leveraging world-class infrastructure, superior logistics operations, and innovative engineering and technology capabilities. The company employs over 40,000 people and maintains offices in key locations like Mumbai and Bengaluru.

Role Overview

The Client Service Executive will be responsible for delivering outstanding customer support and service excellence to Delhivery’s clients. Operating from the Bengaluru or Mumbai offices in a six-day workweek, the role focuses on handling customer queries comprehensively via phone, email, or chat, ensuring quick resolution of shipment and billing issues while maintaining a customer-first attitude.

Primary Responsibilities

• Assist customers with tracking shipments and answering delivery-related queries promptly to ensure regular engagement.
• Troubleshoot shipment concerns such as lost or damaged packages, customs delays, and delivery exceptions.
• Manage customer service tickets diligently through the ticketing module, ensuring timely follow-up and closure.
• Address billing questions by clarifying charges, resolving disputes or claims, and providing clear payment information.
• Provide guidance on shipping services, delivery options, compliance with regulations, documentation requirements, and monitor claims.
• Analyze processes and operations to generate insights enhancing service levels and internal workflows.
• Handle customer escalations by preparing Root Cause Analyses (RCA) and Corrective and Preventive Actions (CAPA), delivering effective solutions.
• Collaborate with internal teams to optimize and boost client account performance.
• Create standard operating procedures (SOPs), map out and finalize client requirements, oversee Net Promoter Score (NPS) management, and offer optimal solutions for business needs.

Qualifications and Skills

• Strong verbal and written communication skills to clearly and effectively engage with customers.
• Customer-centric mindset focused on understanding and addressing client needs in a fast-paced and complex environment.
• Excellent problem-solving ability to analyze issues, pinpoint root causes, and devise suitable solutions or escalate when necessary.
• Effective time management skills to juggle multiple customer inquiries and deadlines efficiently.
• Experience or familiarity with customer relationship management (CRM) software tools.
• Capability to think critically and apply structured reasoning to resolve complex customer challenges.
• Flexibility to work on weekends, holidays, and during special events when service demand rises.

Work Locations

• Mumbai Office: Delhivery, Prima Bay, Tower B- 6th Floor, L&T Gate 5, Powai, Mumbai
• Bengaluru Office: Delhivery Ltd, 6th Floor, Prestige Towers, Residency Road, Shanthala Nagar, Bengaluru, Karnataka - 560025

Working Schedule

The position requires working 6 days per week at the office location with a flexible schedule to accommodate peak service periods including weekends and holidays.

Eligibility

Any graduate with the aptitude and enthusiasm for client servicing is eligible to apply.