Sr. Executive Customer Service

Job Title. Executive/Sr. Executive - Customer Service. Function. Customer Service. Reports To. Team Lead - Contact Centre. Location. Head Office/Region. Travel Required. 25%, 50%, 75%.

Job Summary

The Executive - Customer Service will be responsible for delivering high-quality service to Blue Dart customers by handling inbound calls, resolving shipment-related queries, coordinating timely pickups and deliveries, and ensuring adherence to defined customer service standards. The role also involves promoting sales opportunities through customer interactions and maintaining effective coordination with internal teams to enhance service delivery.

Job 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.

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 and 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.
• 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.

Behavioral 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

• 1. Ensure timely response to customer pickup and delivery requests. % of calls answered within defined number of rings/seconds. Number of abandoned calls. Average number of calls handled. Adherence to defined timelines for pickup requests.
• 2. Drive revenues from the customer service channel. Revenue from Cash Desk Sales, TDD.
• 3. Ensure capability building of self. Scores on functional training-related tests.
• 4. Ensure performance-driven culture. Adherence to Performance Management System timelines and guidelines.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.