The Client Service at Delhivery will be responsible to provide exceptional service and support to customers, ensuring their satisfaction with Delhivery's products and services. You will handle inquiries, complaints, and requests through various communication channels, including phone, email, and chat. Your role involves understanding customer needs, resolving issues, and delivering accurate and timely information.
Job Description - (Associate) Client Experience:
Responsible for Handling Small/Medium client Tickets/queries and resolving with in SLAs
Handling customer escalations-preparing RCA and providing the solution to resolve issues
Collaborate with internal stakeholders to maintain and increase performance of client accounts
Delivering information about companys offerings and assisting clients with product/service inquiries, ensuring client satisfaction and positive service experience
Interact with clients, understand their needs and requirements and deliver customized solutions
Identify any process/product shortcomings in order to improvise the same and sharing inputs with product team on development of tailored solutions that supports client requirements by proactively asking client Feedbacks on our products & services
Regular Client Engagement to review their a/c performance and driving key performance metrics i.e. Delivery TAT, Pick up Performance