Job Description
Role Overview
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We are hiring a Senior Manager Customer Service in the Delhivery Local team. This would include
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managing daily operations, SLT escalations, L2 support, ensuring faster resolution, robust
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cross-functional alignment, and an improved customer experience. The role demands high
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ownership, stakeholder management, and a focus on automation-led process improvements.
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Key Responsibilities
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Apart from the regular day-to-day of running a fairly large team, outlining a few key responsibilities:
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1. Manage and drive strong accountability and initiative within the team to solve customer and rider
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queries with clarity, bias for action and strong TATs
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2. Handle high-priority escalations with speed and accuracy with structured communication both
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with internal and external stakeholders
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3. Manage tough conversations/scenarios with structured communication with
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customers/riders/business owners while improving resolution quality, accuracy, and turnaround time
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4. Handle claims, investigations, and exceptions along with driving resolution with Supply, Security,
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and Ops dependencies
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Leverage dashboards and data for performance improvement. Conduct regular audits and reviews
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and governance cadences
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6. Handle both SLT and address escalations across channels while maintaining a customer-first
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approach along with maintaining Delhiverys core
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Skills & Qualifications
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- 8–12+ years in Customer Service / Operations (Logistics preferred)
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- Experience in managing cross-functional and high-dependency workflows
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- Strong exposure to escalation management and L2 operations
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- Hands-on with automation, dashboards, and process improvements
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- Proficient in MS Excel, has experience with CRM and data tools
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- Strong analytical, problem-solving, and communication skills
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Key Traits
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- High ownership and bias for action
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- Ability to handle high-intensity environments with patience without compromising on pace
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- Strong stakeholder management
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- Customer-first mindset with focus on scalability and automation
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📌 Senior Manager Customer Support (Goa)
🏢 Delhivery
📍 Goa