Sr. Executive Customer Service

Joinimagine; Mumbai; On-site; INR 250,000 - 450,000; Full time

Job summary

DHL Blue Dart Express Limited invites applications for Executive/Sr. Executive – Customer Service at our Head Office.

You will handle inbound calls, resolve shipment-related queries, coordinate pickups and deliveries, and drive cross-sales opportunities while maintaining service quality. Ideal candidates have a graduate degree and 1–3 years in customer service or contact center operations in logistics/e-commerce.

Qualifications

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

Responsibilities

• Handle inbound customer calls and resolve shipment-related queries.
• Coordinate pickups and deliveries with operations teams.
• Promote cross-sales opportunities through customer interactions.
• Liaise with internal teams to ensure timely service delivery.

Skills

CRM systems

Customer service

Communication skills

Sales orientation

Education

Graduate degree

Tools

CRM software

Job description

Job Title: Executive/Sr. Executive – Customer Service

Function: Customer Service

Reports To: Team Lead – Contact Centre

Location: Head Office/Region

Travel Required: 25%þ50%☐75%☐

About DHL Blue Dart Express Limited

Blue Dart Express Limited, a listed company, isa leader in courier, integrated air express package distribution, andeCommerce in South Asia, offering a wide range of logistics solutions. Founded in 1983, it is recognised for reliable, time-bound,andsecuredeliveryservicesacross55,000+locationsinIndiaaswellasinternationally. Its competencies span acrossevaluationandcontracting,planningandtransition,deliveryandexecution,andspecificservicecapabilities. 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-ownsIndia’s only scheduled air cargo airline, Blue Dart Aviation Limited, since May 1994, and the Concorde Air Logistics Limited,atransport,storage,andcommunicationsbusiness,sinceMay2004.

BlueDartExpressLimitedisapartoftheDHLGroup'sDHLeCommercedivision,leveragingthisgloballogisticsleader’s networkacross220countriesandterritoriestoprovidecomprehensiveexpressandlogisticssolutionstoourclients.Our robustnetworkandunmatchedinfrastructurehavepositionedtheBlueDartbrandasakeyIndia-grownlogisticsplayer withanunmatchedandphenomenalglobaloutreachrootedintheDHLbrandofitsmajorityshareholder.

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 “BlueDarter” with honour.

Ifyouarelookingtojoinapurpose-led,people-first,companythatshapesIndia’ssupply-chainswithintegrityandsafety, Blue Dart is where you belong.

Blue Dart offers competitive compensation and comprehensive benefits, access to cross-functional, successionplanningandglobalcareerpaths,andstrongcultureofrecognition.

Position Overview:

The Executive – Customer Service will be responsible for delivering high-quality service to Blue Dart customers by handling inboundcalls, resolvingshipment-relatedqueries, coordinating timelypickupsanddeliveries, and ensuringadherenceto definedcustomerservicestandards. Therolealsoinvolvespromotingsalesopportunitiesthroughcustomerinteractions andmaintaining effectivecoordinationwithinternaltteamin toenhanceservice delivery.

Job Overview:

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 Responsibilities:

Customer Interaction & Query Resolution

• Handle inbound customer calls inline 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 escalated 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.

Qualification and Experience:

Education

• Essential: Graduate in any discipline.

Experience

• 1-3 years of experience in customerservice or contactceneroperations (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 escalates issues appropriately.
• Team Collaboration: Capability to coordinate effectively with cross-functional teams.

Key Result Areas

• 1. Ensure timely response to customer pickup and delivery requests.
  • % of calls answered within defined number of rings/seconds
  • Number of abandoned calls
  • Average number of calls handled
  • Adherence to defined timelines for pickup requests
• 2. Drive revenues from the customer service channel.
  • Revenue from Cash Desk Sales, TDD
• 3. Ensure capability building of self.
  • Scores on functional training-related tests
• 4. Ensure performance-driven culture.
  • Adherence to Performance Management System timelines and guidelines

Why Join DHL Blue Dart?

Whenyoujoinus,you’renotjusttakingajob—you’rebecomingpartofapurpose-ledmovementthat’sreshapingthe futureoflogisticsacrossIndiaandtheworld.AtBlueDart,wedon’tjustdeliverparcels—wedeliverexcellence, 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