Job Description
Key Responsibilities
- Handle customer, consignee, client, and internal stakeholder queries across assigned channels (calls,
tickets, chat, social media, or email) with accuracy and within defined turnaround times.
- Investigate and resolve shipment-related issues by coordinating Operations, Last-Mile Delivery Centers,
and other internal departments.
- Make and receive calls to consignees, clients, and internal teams to gather information, provide
updates, and drive issues to closure.
- Maintain strong follow-up discipline on open cases/tickets until final resolution, ensuring no escalation
is left unattended.
- Liaise effectively between customers/clients and internal functions (Operations, SDRs, Recon, Security)
to ensure timely and accurate resolution.
- Accurately log interactions, root causes, and resolutions in the relevant systems/trackers for reporting
and audit purposes.
- Work within defined SLAs and quality/compliance standards applicable to the assigned team.
- Be available to flex across teams, functions, and shifts including weekends and government holidays –
based on business requirements.
- Travel occasionally to Delhivery facilities (delivery centers, hubs, or offices) as required for process
understanding, audits, or coordination.
- Use MS Excel and other MS Office tools for day-to-day tracking, reporting, and basic data analysis of
assigned cases/tickets.
L2 Dispute Handling escalated client and consignee disputes requiring deeper investigation and coordination with Operations.
Geo / SDR Structure Supporting last mile/MM delivery center performance and resolution within a defined geographic area of responsibility.
Voice Inbound/outbound calling with consignees and Shippers for query resolution and proactive updates.
Social Media Responding to and resolving customer queries/complaints raised on social and digital channels.
SLT (Escalations) Managing senior-leadership-routed and other high-priority escalations end-to-end with strong follow up on closure.
Direct Handling queries and coordination for Delhivery Direct clients and shippers.
Required Skills & Qualifications
- Graduate in any discipline (preferred); candidates with relevant experience may also be considered.
- Prior experience in customer service, BPO, logistics, or operations support is an advantage.
- Communication: strong verbal and written communication skills; ability to speak clearly and confidently
on calls with customers, clients, and internal teams.
- MS Office proficiency: good hands-on working knowledge of MS Excel (formulas, filters, pivot tables,
basic data handling) and other MS tools (Word, Outlook, PowerPoint).
- Follow-up & liaisoning: strong ownership mindset with the discipline to track open items to closure and
coordinate across multiple departments.
- Ability to multitask, priorities, and work under pressure in a fast-paced, target-driven environment.
- Problem-solving orientation with attention to detail and data accuracy.
- Comfortable working with data trackers, dashboards, and ticketing tools; willingness to learn new
systems quickly.
Additional Requirements:
- Shift flexibility: willingness to work in rotational shifts, as per business requirement.
- Weekend & holiday working: willingness to work on weekends and government holidays as required.
- Cross-team flexibility: openness to being deployed across any Customer Service function (L2, Geo/SDR,
Voice, social media, SLT, Direct) based on business need.
- Travel: Willingness to travel to Delhivery facilities (delivery centres/hubs/offices) as and when required -
typically once or twice a year, depending on business needs such as peak season support or in-depth
root cause analysis.
What We Offer
- Opportunity to solve large-scale logistics and customer experience challenges impacting millions of
shipments every month.
- High ownership with the freedom to drive initiatives end-to-end and influence business outcomes.
- Fast-paced, data-driven environment where innovation and execution go hand in hand.
- Exposure to cross-functional leadership across Operations, Product, Engineering, Analytics, and
Customer Experience.
- Accelerated career growth based on performance and impact.
- A collaborative and inclusive workplace that encourages continuous learning and professional
development.
- The opportunity to build products and processes that redefine logistics in India.
- Internal mobility & relocation: opportunity to move across Customer Service teams and functions, with
relocation support extended to eligible employees.