Customer Experience Specialist

VASA Denticity Limited; New Delhi; On-site; INR 500,000 - 900,000; Full time

Job summary

VASA Denticity Limited is seeking a customer-facing escalation specialist in Delhi. You will own escalated cases across chat, email, and voice, de-escalate in real time, and coordinate with logistics and returns teams to provide real answers. Strong typing, English fluency, and composure under pressure are essential.

The role focuses on timely resolutions, thorough documentation, and follow-ups to ensure a smooth customer journey through the product return process.

Qualifications

• 2–5 years in a customer-facing escalation, resolution, or senior support role.
• Experience in logistics, courier, or e-commerce operations with delayed deliveries or disputes.
• Ability to de-escalate chats in real time and calm upset customers.
• Excellent English, both spoken and written, for calls and emails.

Responsibilities

• Escalation ownership across chat, email, and voice for high-risk or high-value cases.
• De-escalation on live chat with appropriate approach and closing the loop.
• Cross-team coordination with logistics, warehouse, and returns to resolve accurately.
• Maintain high chat throughput with fast, accurate typing for concurrent chats.
• Voice and email fluency for calls and documented email trails.
• Flag root-cause patterns to Team Lead for process improvements.
• Documentation of escalations with clear resolution notes.

Skills

Escalation handling

Logistics familiarity

Blended process experience

Typing speed

English communication

Calm under pressure

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 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.
  
• Prior experience mentoring or coaching frontline agents on tone and de-escalation.
  

Requirements

Good to Have

• Familiarity with Zoho Desk, Zoho SalesIQ, or a similar helpdesk/CRM platform.
  
• Prior experience mentoring or coaching frontline agents on tone and de-escalation.