Client Service Executive

Job Description:

The Client Service 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. 

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