Executive – Customer Service, HQC

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
• Clear & 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