Chat Expert

DentalKart Careers at DentalKart

Chat Expert Customer Experience |Live Chat Desk

Location DentalKart Head Office

Reports To Team Leader / Ops Manager – Customer Experience

Primary Channel Live Chat (high concurrency), with working knowledge of Voice and Email

Experience 1–4 years, with chat handling in logistics / last-mile / e-commerce

About The Role DentalKart is looking for a Chat Expert who thrives on live chat and can genuinely hold maximum concurrency — multiple real conversations running at once — without dropping quality, tone, or accuracy on any single one. This is a chat-first role, but we need someone whose skillset doesn't stop at chat: you should be equally comfortable jumping on a call or writing a clean email when a case needs it, and you should understand what happens end-to-end when an order or delivery goes wrong.

You will be the first serious line of resolution for our customers — fast enough to keep multiple chats moving, and sharp enough to actually solve the problem instead of just replying quickly.

What You'll Own

• Maximum concurrency chat handling: Running multiple live chats simultaneously at a high concurrency level, keeping every customer moving without generic copy-paste replies or long response gaps.
• End-to-end escalation handling: Owning a query from first message to final resolution — order issues, delivery delays, refunds, or product concerns — rather than handing it off after the first response.
• Voice and email fluency: Stepping onto a call when a chat needs a human voice to resolve faster, and writing precise, professional emails for cases that need a documented trail.
• Logistics and last-mile understanding: Applying real knowledge of last-mile delivery, courier partners, and e-commerce order flows to give customers accurate updates instead of vague reassurances.
• Judgment under load: Reading tone in a chat and adjusting your approach in real time — slowing down, acknowledging, or escalating internally — before a routine query turns into a complaint.
• Documentation: Keeping chat, voice, and email interactions logged clearly and consistently, so context is never lost if a case is picked up by someone else.

What We're Looking For

• 1–4 years in a live chat or blended support role, with proven experience managing high concurrency — not single-chat or low-volume queues.
• Prior experience in logistics, last-mile delivery, courier, or e-commerce operations, with real understanding of how shipments, RTOs, and delivery exceptions work.
• Comfortable handling voice calls and writing emails, not chat-only.
• Expert-level typing speed and accuracy — able to type fast and correctly under pressure across several open chats.
• Excellent written and spoken English, with the judgment to know when a chat should be escalated versus resolved directly.
• Comfortable owning a case end-to-end rather than passing it along at the first sign of difficulty.

GOOD TO HAVE

• Familiarity with Zoho Desk, Zoho SalesIQ, or a similar helpdesk/CRM platform.
• Exposure to dental, healthcare, or B2B e-commerce categories.
• A track record of consistently high CSAT or chat resolution scores in a previous role.

WHY THIS ROLE Chat is the highest-volume, highest-visibility channel in our CX operation, and the people who excel here are the ones who move fastest into escalation and team lead tracks. If you can genuinely handle volume without losing quality, this role is built to grow with you.

DentalKart|Customer Experience Team

Requirements

• 1–4 years in a live chat or blended support role, with proven experience managing high concurrency — not single-chat or low-volume queues.
• Prior experience in logistics, last-mile delivery, courier, or e-commerce operations, with real understanding of how shipments, RTOs, and delivery exceptions work.
• Comfortable handling voice calls and writing emails, not chat-only.
• Expert-level typing speed and accuracy — able to type fast and correctly under pressure across several open chats.
• Excellent written and spoken English, with the judgment to know when a chat should be escalated versus resolved directly.
• Comfortable owning a case end-to-end rather than passing it along at first sign of difficulty.