Executive Customer Services | | NRO
Role Overview
Executive – Customer Service is a customer-facing role reporting to the Manager Customer Service.
The role handles inbound calls, shipment-related queries, pickup and delivery coordination, and cross-selling while meeting service standards.
The posting lists Delhi as the position location and indicates travel is required, with percentages shown as 25%, 50%, and 75%.
Key Skills for This Role
Full Job Posting
Position overview
Executive – Customer Service is a customer-facing role reporting to the Manager Customer Service.
The role handles inbound calls, shipment-related queries, pickup and delivery coordination, and cross-selling while meeting service standards.
The posting lists Delhi as the position location and indicates travel is required, with percentages shown as 25%, 50%, and 75%.
Customer service and operations
- Handle inbound calls according to standard operating procedures and service quality benchmarks.
- Record pickup requests and coordinate with pickup staff for timely execution.
- Resolve shipment tracking, transit-time, and delivery-update queries.
- Coordinate with operations to resolve claims and complaints, and escalate unresolved cases.
- Liaise with the tracking team for shipment status updates and forward unresolved queries promptly.
- Ensure pickup and delivery requests are managed within defined timelines.
Sales and environmental management
- Conduct cross-sales, TDD sales, and other customer-service sales initiatives to meet targets.
- Maintain customer-service quality parameters across interactions.
- Ensure EMS is implemented and environmental matters are handled appropriately at all stages.
- Handle environmental customer complaints smoothly.
Education and experience
- Graduate in any discipline.
- One to three years of customer service or contact-centre operations experience; logistics, e-commerce, or retail experience is preferred.
- Freshers with strong communication skills may also be considered.
Skills and capabilities
- Proficiency in customer-service calls and CRM systems; knowledge of shipment tracking and query resolution.
- Basic sales orientation and ability to cross-sell products or services.
- Strong verbal communication and listening skills, customer centricity, problem-solving, and cross-functional coordination.
- ISO 14001:2015 training or good awareness of environmental initiatives/ESG is requested.
Performance indicators
KPIs include assigned-account revenue growth and cross-sell contribution, customer satisfaction and loyalty, and call-back commitments met.
Other KPIs include productivity, complaint and claim resolution within turnaround times, performance-process adherence, and employee engagement and retention.
About Blue Dart
Blue Dart Express Limited provides courier, air express, package distribution, and e-commerce logistics services in South Asia.
Blue Dart is part of DHL Group's DHL eCommerce division.
Benefits and culture
- The employer describes competitive compensation, performance-linked rewards, learning and coaching, benefits, time off, and global career paths.
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