Executive/Sr. Executive – Customer Service
Customer Service
Team Lead – Contact Centre
Head Office/Region
Travel Required
About DHL Blue Dart Express India:

Blue Dart Express Limited , a listed company, is a leader in courier, integrated air express package distribution, and eCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time- bound, and secure delivery services across 55,000+ locations in India as well as internationally. Its competencies span across evaluation and contracting, planning and transition, delivery and execution, and specific service capabilities. We pride ourselves on innovation, digitalization, service excellence, and creating long-term partnerships with our clients, enabling businesses to thrive in the fast-paced logistics environment and ever-evolving supply-chains. It wholly-owns India’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited, a transport, storage, and communications business, since May 2004.

Blue Dart Express Limited is a part of the DHL Group's DHL eCommerce division, leveraging this global logistics leader’s network across 220 countries and territories to provide comprehensive express and logistics solutions to our clients. Our robust network and unmatched infrastructure have positioned the Blue Dart brand as a key India-grown logistics player with an unmatched and phenomenal global outreach rooted in the DHL brand of its majority shareholder.

If you are looking to join a purpose-led, people-first, company that shapes India’s supply-chains with integrity and safety, Blue Dart is where you belong . Blue Dart offers competitive compensation and comprehensive perks, access to cross- functional, succession planning and global career paths, and strong culture of recognition.





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.

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.

Handle inbound customer calls in line with defined standard operating procedures and service quality benchmarks.
· Manage customer claims and complaints, ensuring coordination with operations for effective resolution, and escalate unresolved cases.

Conduct cross-sales, TDD sales, and other customer service sales initiatives to meet defined sales targets.

Customer Service Excellence
· Maintain adherence to best-in-class customer service parameters across all interactions.

The incumbent should be ISO 14001 :2015 trained or has a valuable awareness about Environmental initiatives/ ESG
· Should be able to handle environmental customer complaints smoothly

Qualifications & Experience:

Experience

- 1-3 years of experience in customer service or contact centre operations (preferably in logistics/e- commerce/retail).
- Proficiency in handling customer service calls and CRM systems.




- Basic sales orientation with ability to cross-sell products/services.

Customer Centricity: Passion for delivering exceptional customer service.
· Key Performance Indicators:

Key Performance Indicators (KPIs)

of calls answered within defined number of rings/seconds

- Number of abandoned calls
- Average number of calls handled
- customer service channel
- Ensure capability building of

Scores on functional training-related tests

Ensure performance- driven
Adherence to Performance Management System timelines and guidelines

Why join DHL Blue Dart?

At Blue Dart, we don’t just deliver parcels—we deliver excellence, innovation, and opportunity every day.

Competitive pay and performance-linked rewards that truly recognize your impact.

- Structured learning, global exposure , and on-the-job coaching to help you grow faster than ever.
- Best-in-class benefits —from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.
- A culture that celebrates diversity, innovation, and bold thinking —where your voice is heard and your contributions matter.
- The pride of working with India’s most awarded logistics brand , trusted by millions and driven by purpose.

At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and merit-based process aligned with our commitments to Human Rights and Diversity, Equity, Inclusion & Belonging (DEIB).

Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or onboarding process. Blue Dart shall not be responsible for any loss arising from such fraudulent activity. Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or onboarding process. Blue Dart shall not be responsible for any loss arising from such fraudulent activity.

📌 Senior Customer Relationship Management Lead (Mumbai)
🏢 Dhl Group
📍 Mumbai