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 (India)
🏢 Dhl
📍 India