Executive - Customer Service, HQC

Joinimagine; Mumbai; On-site; INR 350,000 - 500,000; Full time

Benefits offered by this job

Great Place to Work

Competitive pay & rewards

Structured learning & training

Best‑in‑class benefits

Global career paths

Pride of Blue Dart brand

Job summary

Blue Dart Express India, a DHL Group company, is seeking an Executive – Customer Service at our Head Office in Mumbai. You will handle inbound customer interactions, resolve shipment‑related queries, and coordinate with internal departments to ensure timely pickups and deliveries.

The role emphasises a customer‑first mindset, English communication, and adherence to SOPs, with growth opportunities across a global logistics network.

Qualifications

• For this Executive role, strong English communication is essential.
• Experience in customer service or contact centres is preferred.
• Familiarity with shipment tracking systems or CRM tools is an advantage.

Responsibilities

• Handle inbound calls and address queries per SOPs.
• Coordinate with tracking/operations teams for status updates and timely pickups/deliveries.
• Escalate unresolved issues to ensure prompt resolution and maintain customer satisfaction.

Skills

Inbound call handling

Escalation management

Complaint handling

Adherence to SOPs

Education

Graduation

Tools

CRM tools

Shipment tracking systems

Job description

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, 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 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 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 interaction

Qualifications & Experience

Education

• Essential: Minimum Graduation (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

Skills & Capabilities

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

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

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.

• 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.