Job Description

ob Title -

Executive - Customer Service

Function -

Customer Service

RCS Grade -

N

Reports To -

Team Leader - Customer Service

Location -

Mumbai, India

About Blue Dart Express India

Blue Dart Express India, a leader in logistics and express delivery, is part of the DHL Group. With an extensive network covering over 37,000+ locations across the country, we continue to set benchmarks in speed, efficiency, and service excellence. As an employer, Blue Dart is committed to creating a high-performing, agile, and customer-centric organization, ensuring seamless procurement processes that drive operational excellence.

Position Overview

The

Executive - Customer Service

will be responsible for handling

inbound customer interactions

, resolving shipment-related queries, coordinating with internal departments, and ensuring timely pickups and deliveries. The role is critical in delivering

best-in-class customer service

and driving incremental revenue through value-added services.

Job Purpose

To provide high-quality and timely service to Blue Dart customers through effective communication, query resolution, and coordination with internal stakeholders, thereby enhancing the overall customer experience.

Key Responsibilities

Customer Interaction & Query Resolution

Handle inbound calls in adherence to customer service quality parameters and standard operating procedures (SOPs). Address customer queries regarding shipment tracking, delivery timelines, and service options. Record pickup requests and coordinate with the pickup team to ensure prompt service.

Internal Coordination

Collaborate with the tracking team to provide real-time shipment status updates. Escalate unresolved issues promptly to ensure timely resolution. Coordinate with the operations team for handling claims, complaints, or delivery exceptions.

Customer Experience Enhancement

Maintain adherence to best-in-class service standards. Drive a customer-first approach across all service touchpoints. Continuously update product/service knowledge to enhance customer interactions.

Qualifications & Experience

Education

Essential: Essential: Minimum HSC / 12th Pass

Experience

Excellent communication skills in English (both verbal and written) Prior experience in customer service/contact centre roles is preferred Familiarity with shipment tracking systems or CRM tools is an advantage

Technical Skills & Competencies

Core Technical Skills

Inbound Call Handling & Query Resolution Coordination & Escalation Management Cross-selling & Revenue Target Achievement Complaint Handling & Customer Claims Adherence to SOPs and Quality Standards

Behavioural Competencies

Customer Centricity Clear & Concise Communication Attention to Detail Team Collaboration Time Management Problem Solving & Escalation Handling

Key Performance Indicators (KPIs)

S. No.

Key Result Areas

Key Performance Indicators (KPIs)

1

Timely Response to Customer Requests

% of calls answered within defined time Number of abandoned calls Average number of calls handled Pickup request response time

2

Continuous Capability Building

Scores on functional/skill-based training tests

3

Performance Driven Culture

* Adherence to Performance Management timelines and process