Customer Service Associate

6 months ago

Goa, India Delhivery ltd Full time

PFB the JD and Address:
Address:
**Goa: Delhivery Pvt Ltd, Goa_HQ, Plot No. 59a-1 and 59a-2**
**Pilerne Industrial Estate,**
**Pilerne Goa, India. 403114**

**Key Responsibilities**:

- Providing assistance with shipment tracking and delivery inquiries
- Resolving issues related to shipments (missing or damaged packages, customs delays, or delivery exceptions)
- 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
- Analyze and support with insights to improve the process and internal operations and service levels
- Handling customer escalations-preparing RCA and providing the solution
- Collaborate with internal stakeholders to maintain and increase performance of client accounts
- Designing SOP, mapping and freezing requirements 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

**Job Types**: Full-time, Regular / Permanent

**Salary**: ₹200,000.00 - ₹400,000.00 per year

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

Ability to commute/relocate:

- Goa, Goa: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)

**Speak with the employer**
+91 9818132282

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