Role Summary

As an Executive/ Senior Executive Customer Support & Service

(CSS) focusing on customer resolution at DTDC, you will serve as the primary escalation point for complex logistics, delivery, and service issues. Rather than handling basic status inquiries, your core focus will be investigating root causes, liaising across operational hubs and franchise networks, and delivering definitive resolutions to high-priority customer cases to maintain trust and service level agreements (SLAs).

Core Responsibilities

- End-to-End Incident Resolution: Take ownership of escalated customer tickets, delayed shipments, damaged goods claims, misrouted packages, and proof-of-delivery (POD) disputes from intake through to final resolution.
- Cross-Functional Coordination: Collaborate directly with DTDC hub managers, delivery partners, regional logistics teams, and franchise owners to track down shipments and expedite movement.
- Root-Cause Investigation: Analyze recurring delivery failures or tracking gaps using internal logistics platforms and provide accurate updates to customers and key accounts.
- Customer De-escalation: Communicate proactively via phone, email, and ticketing systems with distressed or dissatisfied clients, ensuring a empathetic, calm, and solution-driven dialogue.
- Claim & SLA Management: Handle compensation claim reviews, lost-in-transit declarations, and refunds in accordance with DTDCs standard operating procedures and service policies.
- Service Recovery Tracking: Maintain detailed records of escalations in the CRM, tracking turnaround time (TAT) metrics and identifying systemic bottlenecks to share with regional support managers.

Key Performance Indicators (KPIs)

- First Contact Resolution (FCR): The Executive will aim to resolve incoming customer disputes on the initial contact to minimize repeat escalations on open tickets.




- Average Resolution Time (ART): The candidate is expected to efficiently investigate and resolve escalated issues well within assigned Service Level Agreement (SLA) timelines.
- Customer Satisfaction (CSAT): The Executive must deliver empathetic, high-quality service recovery to achieve and maintain strong post-resolution satisfaction scores.
- Escalation Turnaround Time (TAT): The role requires seamless, timely follow-ups across regional hubs, franchises, and operational departments to ensure quick issue resolution.

Required Qualifications & Skills

- Experience: 1-4 years in customer support, dispute resolution, or escalation management (prior experience in logistics, courier, or supply chain services is strongly preferred).
- Communication Skills: Excellent verbal and written communication in English and local/regional languages. Solid negotiation and active listening skills are essential.
- Problem-Solving Ability: Analytical mindset capable of connecting operational data points to solve missing-shipment or delivery-exception cases quickly.
- Technical Proficiency: Hands-on experience with CRM systems (e.g., Salesforce, Zendesk, or custom logistics ERPs), ticket tracking tools, and basic Microsoft Excel/Google Sheets.
- Resilience: Ability to remain composed under high pressure and manage challenging customer scenarios effectively.

Recommended Preferred Qualifications
- Knowledge of DTDCs network hierarchy (Hubs, Mother Hubs, Franchisee networks, B2B vs. B2C workflows).
- Bachelors degree in any discipline or equivalent practical experience

Please note: Interested candidates meeting the criteria may share their updated CV via WhatsApp at +91 (phone hidden).

Only candidates with relevant experience in the logistics/courier industry who meet all eligibility requirements will be shortlisted and contacted for further evaluation.

📌 Executive / Senior Executive CSS (Bengaluru)
🏢 Dtdc Express
📍 Bengaluru