Delhivery is looking for a Customer Service Associate to manage customer and client queries, resolve shipment-related issues, and coordinate with internal teams to ensure timely resolution. The ideal candidate should have excellent communication skills, a customer-first approach, and the ability to work in a rapid-paced setting.

Key Responsibilities

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 solid 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.

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.

📌 Customer Service Associate North Goa
🏢 Delhivery
📍 North Goa