Customer Service Associate

4 weeks ago

Socorro, Philippines Delhivery Limited Full time

ONLY LOCAL GOA CANDIDATES REQUIRED

LOCATION: PILERNE INDUSTRIAL ESTATE, NORTH GOA

Key Responsibilities:

● Providing assistance with shipment tracking and delivery inquiries

● Resolving issues related to shipments (missing or damaged packages, customs delays, or delivery exceptions)

● Assisting with billing inquiries such as explaining charges, resolving disputes and/or claims, or providing information on payment options

● Providing support for shipping services and delivery options available, regulatory compliance, documentation requirements

● Analyze and support with insights to improve the process and internal operations and service levels

● Handling customer escalations-preparing RCA and providing the solution

● Collaborate with internal stakeholders to maintain and increase performance of client accounts

● Designing SOP, mapping and freezing requirements and providing best solutions to the business

Required Skills and competencies

● Excellent communication skills: You should possess strong verbal and written communication abilities to effectively interact with customers and convey information clearly and concisely.

● Customer-centric approach: A deep understanding of customer needs and the ability to keep focus on their issue is a fast paced and complex environment

● Problem-solving skills: You must be adept at analyzing customer issues, identifying root causes, and providing appropriate solutions or escalating matters as needed.

● Time management: The ability to prioritize tasks, manage multiple inquiries simultaneously, and meet deadlines is essential for efficient customer service delivery.

● Familiarity with customer-relationship management (CRM) software programs

● Problem-solving and critical thinking: You will encounter complex customer issues that require effective problem-solving skills and the ability to think critically. You should be able to analyze situations, evaluate available options, and propose viable solutions to ensure customer satisfaction.

● Flexible with the working schedule; may be expected to work weekends, holidays and events where there is increased service demand

Education and Experience

● Minimum qualification is 10 + 2 with experience. Any graduate/ PG is eligible to apply

● Minimum experience should be 6 months (Associate)

● Experience in Customer Service domain for e-commerce/ Logistics is a plus

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