Executive – Customer Service, HQC

Job Title -

Function –

RCS Grade -

Reports To –

Location -

About Blue Dart Express India

Position Overview

Executive – Customer Service

inbound customer interactions

best-in-class customer service

Job Purpose

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 Graduate (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)

Timely Response to Customer Requests

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

Continuous Capability Building

• Scores on functional/skill-based training tests
  

Performance Driven Culture

• Adherence to Performance Management timelines and process