Executive – Customer Service, HQC

Blue Dart; Maharashtra; On-site; INR 300,000 - 420,000; Full time

Job summary

Blue Dart Express Limited is seeking an Executive – Customer Service at its Mumbai Head Office. The role focuses on handling inbound interactions, resolving shipment-related queries, and coordinating with internal teams to ensure timely pickups and deliveries.

The incumbent will drive customer-first service, maintain service standards, and continuously update knowledge to enhance the customer experience across touchpoints.

Responsibilities

• Handle inbound calls in adherence to customer service quality parameters and 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.
• 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.
• 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 experience.

Job description

About DHL Blue Dart Express India

Job Title: Executive – Customer Service

Function: Customer Service

Reports To: Team Leader – Customer Service

Location: Head Office, Mumbai

Travel Required: 25% 50% 75%

About DHL Blue Dart Express India

Blue Dart Express Limited, a listed company, isa 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 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 and 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 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 Roles & 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