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 solid 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.

📌 Client Servicing - Goa
🏢 Delhivery
📍 Goa