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. Job Purpose:
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. Key Roles & Responsibilities:
Customer Interaction & 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.
Sales & Revenue Generation
- Conduct cross-sales, TDD sales, and other customer service sales initiatives to meet defined sales targets.
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.
Customer Service Excellence
- Maintain adherence to best-in-class customer service parameters across all interactions. Qualifications & Experience:
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 & Capabilities:
Core Technical Skills
- 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.
Behavioural 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. Key Performance Indicators:
Sr. No. Key Result Areas Key Performance Indicators (KPIs)
1Ensure timely response to customer pickup and delivery requests
- % of calls answered within defined number of rings/seconds
- Number of abandoned calls
- Average number of calls handled
- Adherence to defined timelines for pickup requests
2Drive revenues from the customer service channel
- Revenue from Cash Desk Sales, TDD
3Ensure capability building of self
- Scores on functional training-related tests
4Ensure performance-driven culture
- Adherence to Performance Management System timelines and guidelines
Why join DHL Blue Dart?
When you join us, you’re not just taking a job—you’re becoming part of a purpose-led movement that’s reshaping the future of logistics across India and the world. At Blue Dart, we don’t just deliver parcels—we deliver excellence, innovation, and opportunity every day.
Here’s what makes us stand out:
- Great Place to Work® Certified—a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being.
- 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.
- Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories.
- The pride of working with India’s most awarded logistics brand, trusted by millions and driven by purpose.
This is your chance to do meaningful work, build a career without borders, and thrive in a company that’s not just a logistics leader—but a Great Place to Work. Come grow with us.
