Customer Service Executive || NRO

Blue Dart; Delhi; On-site; INR 350,000 - 550,000; Full time

Job summary

Blue Dart Express Limited in Delhi is seeking an Executive – Customer Service to handle inbound calls, resolve shipment queries, coordinate pickups and deliveries, and uphold service standards. The role also involves cross-selling opportunities and close coordination with internal teams.

Qualification: Graduate with 1–3 years in customer service or logistics; strong communication. Freshers with good communication may be considered. EMS awareness is noted for environmental responsibilities.

Qualifications

• Graduate in any discipline.
• 1–3 years in customer service or contact centre operations (logistics/e-commerce/retail preferred).
• Freshers with strong communication skills may be considered.

Responsibilities

• Handle inbound customer calls and resolve shipment tracking queries.
• Promote cross‑sales opportunities and coordinate with operations for timely pickups/deliveries.
• Coordinate with tracking and operations teams to update customers and ensure timely service.
• Maintain adherence to service quality parameters across interactions.
• Be aware of EMS processes and environmental initiatives related to customer service.

Skills

Communication

Customer Centricity

Problem Solving

Team Collaboration

Education

Graduate in any discipline

Tools

CRM software

Job description

About DHL Blue Dart Express India

Job Title: Executive – Customer Service

Function: Customer Service

Reports To: Manager Customer Service

Location: Delhi

Travel Required: 25% . 50% . 75%

About DHL Blue Dart Express India

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 recognised 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 Place to Work Certified, 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.

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 escalating 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.

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.

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.

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 elevate issues appropriately.
• Team Collaboration: Capability to coordinate effectively with cross-functional teams.

Key Result Areas Key Performance Indicators (KPIs)

1. Financial Performance: % revenue growth from assigned key accounts; cross-sell revenue contribution

2. Customer Satisfaction: NSL scores; customer loyalty scores; % call-back commitments met

3. Team Productivity: Average revenue per FTE; account-wise performance improvement

4. Complaint & Claim Handling: Adherence to TATs for complaint resolution; timely claim closure

5. Performance Culture: Adherence to performance management timelines and processes

6. Employee Engagement & Retention: Employee satisfaction score; team attrition rate

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.

Disclaimer

At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and merit-based process aligned with our commitments to Human Rights and Diversity, Equity, Inclusion, and Belonging (DEIB).

Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or onboarding process. Any such request is fraudulent and unauthorized.

Blue Dart shall not be responsible for any loss arising from such fraudulent activity. For verification, candidates may write to [e-mail].