Delhivery - Senior Manager - Client Service

About the team:

The SME CS team is based out of Goa and drives customer support for more than 10K small businesses across India. This is a critical part of the overall Delhivery Business as we continue to grow post our IPO. We work with entrepreneurs and emerging D2C brands to solve their problems while engaging with Delhivery's logistics services.

Responsibilities :

- Leads the SME CS team of 40+ by setting the right example in terms of culture, conducting daily and weekly reviews; keeping a check on quality, controls and metrics & benchmarking best practices

- Represents the SME clients as a Client advocate to the rest of the org for overall product, operations and service issues faced by the client

- Ensure that we hire and retain the right employees within a team and build a culture of diligence and client empathy

- Identify and understand trends in customer needs and address them in a timely manner. Ensure proactive communications, updates and escalation management for the client

- Improve customer experience quality results by consistently studying, evaluating, and re-designing processes establishing and communicating service metrics monitoring and analyzing results implementing changes.

- Collaborate cross functionally with BD, Ops and Product teams

- Ensure adequate staffing, resources, training and coaching

Requirements :

- Overall Experience of more than 5 years with more than 3 years in managing a CS team

- Excellent spoken and written communication skills is a must

- Sharp analytical person familiar with number crunching and deriving insights

- Familiar with popular tools like Freshdesk, Zendesk and has consistently run processes on such systems

- Experience in ecommerce or logistics industry is preferred

- Go getter who can take initiatives on refining processes and driving outcomes through a team

- Willingness to relocate and settle in Goa for the duration of the employment