The Role
Owns high-risk and high-value customer escalations across chat, email, and voice. Responsibilities include real-time de-escalation, coordinating with logistics, warehouse, and returns teams, managing concurrent chats, documenting resolutions, identifying root causes, and ensuring timely follow-up. The role requires strong communication, expert typing, composure under pressure, and experience with e-commerce or logistics-related order issues.
Summary Generated by Built In
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
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.
Skills Required
- 2–5 years of experience in customer-facing escalation, resolution, or senior support roles
- Experience handling blended chat, voice, and email support processes
- Experience in logistics, courier, or e-commerce operations, including delayed orders, failed deliveries, refunds, or shipment disputes
- Demonstrated ability to de-escalate upset customers in real time over chat
- Expert typing speed and accuracy while managing multiple concurrent chats
- Excellent spoken and written English
- Ability to remain calm and effective under pressure
- Strong follow-up skills to ensure timely resolution
- Knowledge of the product journey and returns functionality
- Familiarity with Zoho Desk, Zoho SalesIQ, or a similar helpdesk or CRM platform
- Exposure to dental, healthcare, or B2B e-commerce categories
- Experience mentoring or coaching frontline agents on tone and de-escalation
- Versant 5 certification
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Dentalkart, operated by Vasa Denticity Limited, is an Indian online marketplace and dental-products company serving dentists, healthcare professionals, students, and individuals. It offers more than 20,000 dental products, including equipment, instruments, materials, consumables, laboratory supplies, orthodontic and surgical products, books, and kits. Its mission is to make dental purchasing more accessible through broad selection, reliable delivery, and technology-enabled commerce across India.
.png)
