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Senior Executive Customer Service - CS

DHL Group·Delhi

Pay not stated1–3 yrsFull-time
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About the role

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.

What you'll do

  • % queries resolved within TAT
  • % complaint closure within SLA
  • Quality score adherence; First call resolution rate
  • Feedback scores; Escalation reduction
  • Error-free documentation and CRM entries

What you need

  • 1–3 yrs of experience
  • Customer service
  • CRM
  • Complaint handling
  • Communication
  • Escalation handling
  • Data entry
  • BBA

Good to have

  • Talent management

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