Position Overview:
The Executive - Customer Service will be responsible for delivering high-quality service to Blue Dart customers by handling inbound calls, resolving shipment-related queries, coordinating timely pickups and deliveries, and ensuring adherence to defined customer service standards. The role also involves promoting sales opportunities through customer interactions and maintaining effective coordination with internal teams to enhance service delivery. Job Purpose:
To provide superior customer experience by handling inbound calls, resolving shipment queries, coordinating with operations teams for timely pickups and deliveries, and driving cross-sales opportunities, while ensuring adherence to service quality parameters. Key Roles & Responsibilities:
Customer Interaction & Query Resolution
- Handle inbound customer calls in line with defined standard operating procedures and service quality benchmarks.
- Record pickup requests accurately and coordinate with pickup staff for timely execution.
- Resolve customer queries related to shipment tracking, transit times,
and delivery updates.
- Manage customer claims and complaints, ensuring coordination with operations for effective resolution, and escalate unresolved cases.
Sales & Revenue Generation
- Conduct cross-sales, TDD sales, and other customer service sales initiatives to meet defined sales targets.
Operational Coordination
- Actively liaise with the tracking team for shipment status updates and forward unresolved queries promptly.
- Ensure all pickup and delivery requests are managed within defined timelines.
Customer Service Excellence
- Maintain adherence to best-in-class customer service parameters across all interactions. Qualifications & Experience:
Education
- Essential: Graduate in any discipline.
Experience
- 1-3 years of experience in customer service or contact centre operations (preferably in logistics/e-commerce/retail).
- Freshers with solid communication skills may also be consider
📌 Executive - Customer Service (Ahmedabad)
🏢 Dhl
📍 Ahmedabad