Customer Experience Specialist

Role overview

Customer Experience Specialist at Dentalkart

Employment details

• Location: New Delhi [Delhi] [India]

Benefits

• Exposure to dental, healthcare, or B2B e-commerce categories.

Additional role details

• 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.
• Prior experience mentoring or coaching frontline agents on tone and de-escalation.
• Versant 5 certification.
• Requirements Good to Have Familiarity with Zoho Desk, Zoho SalesIQ, or a similar helpdesk/CRM platform.