DHL—Senior Executive Customer Service| NRO

Job description

Description: Job Title - Sr. Executive Customer Service Function -Customer Services Reports To - Manager - Customer Service Location -NRO (Delhi) Travel Required 25% ☐ 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 / Senior Executive – SMART will be responsible for servicing small and mid-sized customer accounts by ensuring timely query resolution, shipment tracking, complaint handling, and SLA adherence. The role ensures accurate service execution, strong customer communication, and operational coordination to maintain customer satisfaction. Job Purpose: To provide reliable and responsive customer service support for SMART segment customers, ensuring high service quality, reduced escalations, and consistent SLA adherence. Key Roles & Responsibilities: Customer Query Management • Handle inbound and outbound customer communication. • Provide accurate shipment status updates. • Resolve queries related to pickups, deliveries, transit delays, and billing. Complaint Handling • Log complaints in system and track closure within TAT. • Coordinate with Operations to resolve service issues. • Escalate unresolved cases to Manager – SMART. Shipment Monitoring • Monitor critical shipments and provide proactive updates. • Track service deviations and ensure timely closure. Data Accuracy & System Compliance • Ensure 100% accurate data entry in CRM systems. • Maintain call quality standards and documentation accuracy. • Adhere to defined service scripts and communication standards. Customer Retention Support • Build positive relationships with customers through consistent communication. • Support Manager – SMART in account performance tracking. 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. • Preferred: Degree in Logistics / Business Administration. Experience: • 1 – 3 years of experience in customer service, logistics operations, or B2B service support. • Exposure to SLA-driven service environments preferred. Skills & Capabilities: Technical Skills: • Understanding of logistics lifecycle and shipment processes. • CRM/system proficiency. • Complaint tracking and TAT adherence. • MS Excel and basic reporting skills. Key Competencies: • Customer Focus • Communication Skills • Attention to Detail • Problem-Solving • Accountability Key Performance Indicators: KRAs KPIs SLA Adherence % queries resolved within TAT Complaint Resolution % complaint closure within SLA Call Quality Quality score adherence; First call resolution rate Customer Satisfaction Feedback scores; Escalation reduction Data Accuracy Error-free documentation and CRM entries SLA Adherence % queries resolved within TAT Complaint Resolution % complaint closure within SLA Call Quality Quality score adherence; First call resolution rate Customer Satisfaction Feedback scores; Escalation reduction Data Accuracy Error-free documentation and CRM entries 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. Skills: customer service, shipment tracking, complaint handling, crm systems, ms excel, logistics operations, sla adherence, environmental compliance (iso 14001:2015), data entry, reporting, problem solving, account performance tracking, escalation management, call quality management, customer relationship management