Delhivery - Senior Manager - Customer Experience

Role: SM Customer Service

Mode: Work from Office (6 days working including Saturdays)

Location: Pilerne Industrial Estate, Goa

Job Description:

As a Customer Service Senior Manager at Delhivery, you will play a vital role in ensuring exceptional customer satisfaction and smooth operations within our logistics organization. You will be responsible for managing and leading a team of customer service managers and representatives, overseeing their daily activities, and continuously improving customer service processes. Your focus will be on fostering positive customer relationships, resolving issues, and ensuring timely and efficient delivery of services.

Responsibilities:

Team Leadership:

- Lead, coach, and motivate a team of customer service managers and representatives.

- Set performance goals, provide regular feedback, and conduct performance evaluations.

- Develop training programs and provide continuous training to enhance team members' skills.

- Foster a positive work environment that encourages collaboration, productivity, and employee growth.

Customer Relationship Management:

- Build and maintain strong relationships with key clients and stakeholders.

- Address customer inquiries, concerns, and escalations promptly and professionally.

- Ensure exceptional customer satisfaction by consistently meeting or exceeding service level agreements.

- Analyze customer feedback and implement strategies to improve service quality.

Operational Efficiency:

- Oversee and manage the daily operations of the customer service department.

- Monitor service metrics and key performance indicators (KPIs) to identify areas for improvement.

- Develop and implement strategies to optimize processes and enhance customer service efficiency.

- Collaborate with cross-functional teams, such as operations, sales, and IT, to streamline operations and enhance customer experience.

Issue Resolution:

- Handle complex or escalated customer issues and provide timely resolutions.

- Investigate and analyze customer complaints and implement corrective actions as necessary.

- Coordinate with relevant departments to resolve customer issues and ensure prompt resolution.

Reporting and Analysis:

- Prepare regular reports on customer service performance, including KPIs, trends, and customer feedback.

- Conduct data analysis to identify patterns, trends, and areas for improvement.

- Provide insights and recommendations to senior management based on data analysis.

Qualifications and Skills:

- Post Graduate degree; 8+ years of experience in the CS function is desirable

- Proven experience in a customer service management role, preferably within the logistics or supply chain industry or e-commerce industry.

- Strong leadership and people management skills, with the ability to inspire and develop a team.

- Excellent communication and interpersonal skills to effectively interact with customers, team members, and stakeholders.

- Sound knowledge of customer service principles and practices, including complaint handling and issue resolution.

- Analytical mindset with the ability to interpret data and generate actionable insights.

- Proficiency in using customer service management software and tools.

- Strong problem-solving skills and the ability to make decisions under pressure.

- Flexibility to adapt to changing priorities and work in a fast-paced environment.

- Knowledge of logistics and supply chain operations is desirable.