Chat Expert

DentalKart

Careers at DentalKart

Chat Expert

Customer Experience Live Chat Desk

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 doesnt 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.

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.

14 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.

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.

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.

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.