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Executive – Customer Service

3 weeks ago

Mumbai Metropolitan Region, India Blue Dart Full time

ob Title -
Executive – Customer Service

Function –
Customer Service

RCS Grade -
N

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 HSC / 12th Pass

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
  • Cross-selling & Revenue Target Achievement
  • 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