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 update product/service knowledge to enhance customer interactions.

Qualifications & Experience

Education

- Essential: Essential: Minimum Graduation (Any specialization)

Experience

- Excellent communication skills in English (both verbal and written)
- Prior experience in customer service/contact centre roles is preferred
- Familiarity with shipment tracking systems or CRM tools is an advantage

Technical Skills & Competencies

Core Technical Skills

- Inbound Call Handling & Query Resolution
- Coordination & Escalation Management
- Complaint Handling & Customer Claims
- Adherence to SOPs and Quality Standards

Behavioural Competencies

- Customer Centricity
- Transparent & Concise Communication
- Attention to Detail
- Team Collaboration
- Time Management
- Problem Solving & Escalation Handling

Key Performance Indicators (KPIs)

S. No.

Key Result Areas

Key Performance Indicators (KPIs)

1

Timely Response to Customer Requests

- % of calls answered within defined time
- Number of abandoned calls
- Average number of calls handled
- Pickup request response time

2

Continuous Capability Building

- Scores on functional/skill-based training tests

3

Performance Driven Culture

- Adherence to Performance Management timelines and process

Li-eBD

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