Senior Executive Customer Service - NRO
Role 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 Skills for This Role
Full Job Posting
Job Purpose
- 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 Roles & Responsibilities:
- Customer Interaction & Query Resolution
- Handle inbound customer calls in line 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 escalate 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
- Qualifications & Experience:
- Education
- Essential: Graduate in any discipline.
Experience
- 1 - 3 years of experience in customer service or contact centre operations (preferably in logistics/e-commerce/retail).
- Freshers with strong communication skills may also be considered. Skills & Capabilities:
- 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 escalate issues appropriately.
- Team Collaboration: Capability to coordinate effectively with cross-functional teams. Key Performance Indicators:
- Key Result Areas Key Performance Indicators (KPIs)
- S. No.
- Key Result Areas
- KPIs
- 1
- Financial Performance
- % revenue growth from assigned key accounts; cross-sell revenue contribution
- 2
- Customer Satisfaction
- NSL scores; customer loyalty scores; % call-back commitments met
- 3
- Team Productivity
- Average revenue per FTE; account-wise performance improvement
- 4
- Complaint & Claim Handling
- Adherence to TATs for complaint resolution; timely claim closure
- 5
- Performance Culture
- Adherence to performance management timelines and processes
- 6
- Employee Engagement & Retention
- Employee satisfaction score; team attrition rate
- 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.
- 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 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.
Preferred Qualifications
- Best-in-class benefits—from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.
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