Job Title -Executive - Customer Service
Function -Customer Service
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
📌 Executive - Customer Service, Hqc (Mumbai)
🏢 Dhl
📍 Mumbai