Back to listing

Senior Executive - Customer Service

Talentmate

India

10th September 2025

2509-6600-236

Job Description

Purpose

Responsible for executing activities of tracking customer shipments and handling exceptional cases

Key Responsibilities

Responsibilities

Conduct tracking of shipments of customers’ (other than national & regional key accounts) shipments as per the defined standard operating procedures (SOPs)
Identify cases of late delivery, non delivery, return to origin and related exceptions and follow up actively for closure as per the defined procedures; prepare and send updates to the Team Lead
Identify instances of held back shipments and conduct clearances within stipulated timelines; prepare updates on held backs and send to the Team Lead
Obtain customer claim requests / escalations from contact center for delivery of shipments and conduct requisite action for closure as per the defined procedures
Conduct direct handling of specific customer complaints and ensure frequent follow ups for resolution of the pending issues
Track the delivery performance of shipments by monitoring and updating TATs for delivery; prepare reports on TATs achieved on a regular basis
Responsible for handling customer claim requests as per company policy and procedures
Responsible for handling calls professionally within the stipulated timelines
Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

Ensure satisfaction of customers

Customer Feedback Scores (NPS scores) for the assigned customers

Ensure efficient tracking and monitoring of shipments in the region

Domestic critical cases within defined threshold levels
% closure of GEMA traces closed within defined timelines
% Call back commitment being met
Clearance of held back cases within TAT (number of deviations found)

Resolution of customer complaints

% Adherence to defined service quality parameters for
Complaints handling (Domestic and International)
Claims settlement

Tracking performance parameters for delivery

Timely preparation of reports on TATs achieved in delivery of shipments in the region

Ensure Performance Driven Culture

Adherence to Performance Management system timelines and guidelines

Job Details

Role Level:	Executive-Level	Work Type:	Full-Time
Country:	India	City:	Kolkata ,West Bengal
Company Website:	http://www.bluedart.com	Job Function:	Others
Company Industry/ Sector:	Transportation Logistics Supply Chain and Storage

What We Offer

About the Company

Searching, interviewing and hiring are all part of the professional life. The TALENTMATE Portal idea is to fill and help professionals doing one of them by bringing together the requisites under One Roof. Whether you're hunting for your Next Job Opportunity or Looking for Potential Employers, we're here to lend you a Helping Hand.

Report

Similar Jobs

Application Assistant

Talentmate

Financial Analyst

Talentmate

Senior Engineering Manager - Data And AI Platforms

Talentmate

VIE - CIC Project Development Trainee DUBAI

Talentmate

Commercial Assistant UAE National Only

Talentmate

Clerks

Talentmate

Disclaimer: talentmate.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@talentmate.com.