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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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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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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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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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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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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Robust 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 settings 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 (India)
🏢 Delhivery
📍 India