Executive / Sr. Executive – Customer Service

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 recognized 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.
We are proud to be consistently ranked among India’s Top 100 Great Places to Work, combining it with DHL Group’s Top Employer certification. Being an Employer of Choice is not just a goal; it’s a fundamental part of who we are, committed to creating a workplace where people are valued, empowered, and wear the sobriquet “Blue Darter” with honour.
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 benefits, access to cross-functional, succession planning and global career paths, and strong culture of recognition.
POSITION OVERVIEW
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.
KEY ROLES AND RESPONSIBILITIES
Customer Interaction and Query Resolution
Handle inbound customer calls in line with defined standard operating procedures and service quality benchmarks.
Record pickup requests accurately and coordinate with pickup staff for timely execution.
Resolve customer queries related to shipment tracking, transit times, and delivery updates.
Manage customer claims and complaints, ensuring coordination with operations for effective resolution, and escalate unresolved cases.
2. Sales and Revenue Generation
Conduct cross-sales, TDD sales, and other customer service sales initiatives to meet defined sales targets.
3. Operational Coordination
Actively liaise with the tracking team for shipment status updates and forward unresolved queries promptly.
Ensure all pickup and delivery requests are managed within defined timelines.
4. Customer Service Excellence
Maintain adherence to best-in-class customer service parameters across all interactions.
5. EMS
Ensure that EMS is properly implemented and that environmental matters are properly handled at all stages
The incumbent should be ISO 14001 :2015 trained or has a good awareness about Environmental initiatives/ ESG
Should be able to handle environmental customer complaints smoothly
EDUCATION
Essential: Graduate in any discipline.
EXPERIENCE
1 - 3 years of experience in customer service or contact centre operations (preferably in logistics/e-commerce/retail).
Freshers with strong communication skills may also be considered.
SKILLS AND CAPABILITIES
Core Skills and Capabilities
Proficiency in handling customer service calls and CRM systems.
Knowledge of shipment tracking processes and customer query resolution.
Basic sales orientation with ability to cross-sell products/services.
2. Behavioral Competencies
Communication: Strong verbal communication and listening skills.
Customer Centricity: Passion for delivering exceptional customer service.
Problem-Solving: Ability to resolve queries and escalate issues appropriately.
Team Collaboration: Capability to coordinate effectively with cross-functional teams.

Work arrangement
No