Senior Client Servicing Associate

About Delhivery

Delhivery is one of India’s biggest end-to-end logistics service providers. Its network spans more than 18,400 pin codes and supports a wide range of logistics solutions, including express parcel movement, PTL freight, TL freight, cross-border services, supply chain solutions, and technology-enabled offerings. Since its founding, the company has handled over 1.7 billion shipments and serves more than 28,000 customers across e-commerce, SMEs, and other businesses and brands. Delhivery’s long-term goal is to become the operating system for commerce in India by combining strong infrastructure, reliable logistics operations, and advanced engineering and technology.

The company was established in 2011 by Sahil Barua, Mohit Tandon, Bhavesh Manglani, Suraj Saharan, and Kapil Bharati, and now has a workforce of 56,000+ people.

Role Overview

The Senior Client Servicing Associate will be responsible for delivering high-quality support to customers and helping ensure a positive experience with Delhivery’s products and services. The role involves addressing queries, complaints, and requests across phone, email, and chat, while providing prompt, accurate, and useful information.

Key Responsibilities

• Support customers with shipment tracking, delivery-related questions, and quick resolution of routine concerns.
• Investigate and resolve shipment issues such as missing or damaged parcels, customs-related delays, and delivery exceptions.
• Manage customer engagement through the ticketing system, ensure timely responses, and monitor closure of open tickets.
• Handle billing-related questions, including charge explanations, dispute handling, claims support, and payment option guidance.
• Assist with shipping services, delivery choices, compliance requirements, documentation needs, and claim monitoring.
• Use operational insights to suggest process improvements and strengthen internal service performance.
• Address customer escalations by preparing RCA and CAPA documents and presenting appropriate resolutions.
• Work with internal teams to support account performance and strengthen client relationships.
• Help define SOPs, map and finalize requirements, manage client NPS, and recommend practical business solutions.

Required Skills and Competencies

• Strong written and verbal communication skills.
• Customer-first mindset with the ability to stay focused on customer needs in a fast-moving environment.
• Strong analytical and problem-solving ability to identify root causes and determine the right action.
• Good time management and the ability to handle multiple requests effectively.
• Experience or familiarity with CRM tools and ticket management systems.
• Critical thinking skills for assessing complex service situations and choosing workable solutions.
• Comfort working in a schedule that may include weekends, holidays, and event-based shifts when demand increases.

Eligibility

Any graduate can apply.

Additional Information

Location: Hyderabad, India.

Compensation: INR 4,50,000 to 6,50,000 per year.

Openings: Not specified.

Start date: Not specified.

Application deadline: Not specified.

Working schedule: The role may require availability on weekends, holidays, and during events when service volumes are higher.