Customer Experience Specialist
DentalKart · Delhi · onsite · Posted 34d ago
About a minute. You'll make an account on the way through.
About this role
- Escalation ownership: Escalated tickets across chat, email, and voice — taking over conversations that frontline agents have flagged as high-risk, high-emotion, or high-value.
- De-escalation on live chat: Reading a chat in real time and choosing the right de-escalation approach — acknowledging the issue, controlling pace, and closing the loop — instead of following a script word for word.
- Cross-team coordination: Coordinating with logistics partners (BlueDart, Delhivery, and others), warehouse, and returns teams to get a real answer for the customer, not a placeholder.
- Chat throughput: Typing fast and accurately enough to run concurrent chats without the customer feeling like they're waiting on you.
- Voice and email fluency: Speaking with customers directly when a matter needs a voice call instead of text, and writing clear, professional emails for cases that need a documented trail.
- Root-cause flagging: Flagging repeat escalation patterns (a courier, a SKU, a process gap) to the Team Lead instead of just closing tickets one by one.
- Documentation: Keeping every escalation logged with a clear resolution note, so nothing repeats itself or gets lost between shifts.
- 2–5 years in a customer-facing escalation, resolution, or senior support role, with genuine exposure to a blended process (not chat-only or voice-only).
- Prior experience in logistics, courier, or e-commerce operations, where you've actually dealt with delayed orders, failed deliveries, refunds, or shipment disputes.
- A track record of calming down an upset customer on chat in real time — not just following an escalation matrix.
- Expert-level typing speed and accuracy, comfortable managing multiple live chats at once.
- Excellent spoken and written English — confident on calls, clear and error-free over email.
- A calm, sharp presence under pressure. You don't get rattled, and you don't let a customer's tone dictate yours.
- Champion in follow ups for timely resolution.
- Have knowledge about the product journey and the return functiality.
- Familiarity with Zoho Desk, Zoho SalesIQ, or a similar helpdesk/CRM platform.
- Exposure to dental, healthcare, or B2B e-commerce categories.
- Prior experience mentoring or coaching frontline agents on tone and de-escalation.
- Versant 5 certification.
Good to Have
- Familiarity with Zoho Desk, Zoho SalesIQ, or a similar helpdesk/CRM platform.
- Exposure to dental, healthcare, or B2B e-commerce categories.
- Prior experience mentoring or coaching frontline agents on tone and de-escalation.
- Versant 5 certification.
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About DentalKart
DentalKart
Internet
350
employees
2016
10 years old
new delhi, delhi
India
₹3.8L PA avg
Avg at DentalKart
About
Dentalkart proudly stands as India's foremost online hub for dental shopping, boasting an extensive selection of over 20,000+ products. Our overarching vision is to pioneer the most reliable and seamless commerce platform in India, delivering transformative experiences for both buyers and sellers alike. With our swift delivery services reaching even the most remote regions, Dentalkart has emerged as the preferred choice for hundreds of thousands of dentists across the nation.
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