Customer Experience Specialist

Dentalkart; Delhi; On-site; INR 600,000 - 900,000; Full time

Job summary

Dentalkart is seeking an experienced escalation specialist to own and resolve complex customer issues across chat, email, and voice. You will coordinate with logistics and returns teams to provide real answers rather than placeholders, while maintaining fast, accurate, and empathetic communication.

The role requires 2–5 years in escalation or senior support, with strong English communication, and familiarity with Zoho Desk and Zoho SalesIQ.

Qualifications

• 2–5 years in a customer-facing escalation, resolution, or senior support role.
• Experience in logistics, courier, or e-commerce operations with delays or disputes.
• Proven ability to calm upset customers in real time on chat.
• Excellent written and spoken English for calls and emails.

Responsibilities

• Own escalations across chat, email and voice with high-risk or high-value cases.
• De-escalate live chats by reading in real time and choosing appropriate approach.
• Coordinate with logistics, warehouse and returns teams to resolve issues.
• Maintain fast and accurate chat throughput while managing multiple chats.
• Communicate clearly via voice calls and professional emails.
• Flag repeat escalation patterns to leadership with root-cause insights.
• Log all escalations with clear resolution notes for future reference.

Skills

Escalation management

De-escalation

Cross-team coordination

Chat throughput

Voice & email fluency

Root-cause analysis

Documentation

Tools

Zoho Desk

Zoho SalesIQ

Job description

• 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.

What You'll Own

• 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.

What We're Looking For

• 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.

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.

Requirements

• 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.