Senior Executive Customer Service| NRO

Job Title - Sr. Executive Customer ServiceFunction-Customer ServicesReports To- Manager - Customer ServiceLocation-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