Senior Executive Customer Service - CS

DHL Supply Chain; New Delhi; On-site; Confidential; Full time

Job summary

DHL Supply Chain in Delhi is seeking a Senior Executive Customer Service to lead customer experience initiatives and resolve complex issues. The role focuses on delivering exceptional service, mentoring peers, and driving continuous improvement across teams.

The candidate should have strong communication and analytical skills, with experience using CRM software and a passion for achieving high customer satisfaction.

Qualifications

• 2+ years of experience in customer service.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Ability to adapt to a fast-paced environment.

Responsibilities

• Develop and implement effective customer service strategies to enhance customer experience.
• Manage and resolve complex customer complaints and issues professionally and promptly.
• Collaborate with internal teams to improve overall customer satisfaction and loyalty.
• Analyze customer feedback and suggest improvements to products and services.
• Train and guide junior team members on customer service best practices.
• Monitor and report on KPIs related to customer service.

Skills

Strong communication

Interpersonal skills

Analytical skills

Problem-solving

Adaptability

Tools

CRM software

Job description

We are looking for a skilled Senior Executive Customer Service professional to join our team, responsible for delivering exceptional customer experiences and ensuring satisfaction. The ideal candidate will have a strong background in customer service and a passion for delivering outstanding results.

Roles and Responsibility

• Develop and implement effective customer service strategies to enhance customer experience.
• Manage and resolve complex customer complaints and issues professionally and promptly.
• Collaborate with internal teams to improve overall customer satisfaction and loyalty.
• Analyze customer feedback and suggest improvements to products and services.
• Train and guide junior team members on customer service best practices.
• Monitor and report on key performance indicators (KPIs) related to customer service.

Job Requirements

• Proven experience in customer service or a related field, with a minimum of 2 years of experience.
• Strong communication and interpersonal skills, with the ability to work effectively with diverse groups.
• Excellent problem-solving and analytical skills, with the ability to think critically and creatively.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong knowledge of customer service principles and practices, with industry certifications preferred.
• Experience working with CRM software and other customer service tools is an asset.