DHL—Executive – Customer Service, HQC

Job description

Description: Job Title Executive – Customer Service Function Customer Service Reports To Team Leader – Customer Service Location Head Office, Mumbai Travel Required 25% þ 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: 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: KRAs KPIs 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. 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. Disclaimer: At Blue Dart Express Limited, all recruitment is conducted through a fair, transparent, and merit-based process aligned with our commitments to Human Rights and Diversity, Equity, Inclusion & Belonging (DEIB). Blue Dart does not request or accept any fees, deposits, or payments from candidates at any stage of the recruitment or onboarding process. Any such request is fraudulent and unauthorized. Blue Dart shall not be responsible for any loss arising from such fraudulent activity. For verification, candidates may write to bdjobs@bluedart.com. #Li-eBD Skills: inbound call handling, query resolution, customer service, complaint handling, escalation management, sop adherence, customer claims handling, shipment tracking systems, crm tools, pickup coordination, internal coordination, team collaboration, problem solving, performance management, customer experience enhancement, service standards adherence, clear and concise communication, attention to detail, time management