Customer Experience Manager

Delhivery is India's largest fully integrated logistics services provider. With its nationwide network covering over 18,600 pin codes, the company provides a full suite of logistics services such as express parcel transportation, PTL freight, TL freight, cross-border, supply chain, and technology services. Delhivery has successfully fulfilled over 2.8 billion shipments since inception and today works with over 30,000 customers, including large & small e-commerce participants, SMEs, and other enterprises & brands

Job Profile

To Handle and Manage the Client Experience & business for SME/D2C clients

Job Description

- Responsible for managing a team of 8-10 team members who are handling the High Volume

SME/D2C clients and ensure they deliver High Performance and meet their KRA's

- Study Existing Processes/SOP's for improvisation & Set Up New processes basis

client/operations problem statements

- Innovate solutions & mechanisms that solves customer problems

- Connect and maintain relationship with Clients for Feedbacks/Suggestions, understand their

pain points to deliver customized solutions and to enhance client experience

- Regular business review with the clients and focusing on value growth areas for the Business.

- Coordinate with various stakeholders, Handle Escalations , prepare RCA and work upon

permanent solutions

- Drive Continuous Improvements in process , productivity ,quality & cost structures

Skills

- Excellent Communication skills

- Experience in Customer Service Management

- High level of analytical ability to identify and solve problems

- Experience in People Management

- Proficiency in Ms Excel, PowerPoint

- Good to have logistics Experience

- Excellent Communication skills

- Experience in Customer Service Management

- High level of analytical ability to identify and solve problems

- Experience in People Management

- Proficiency in Ms Excel, PowerPoint

- Good to have logistics Experience