Customer Experience Specialist
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Job Summary
What Youll 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 theyre 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 Were Looking For
- 25 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 youve 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 dont get rattled and you dont let a customers 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.
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.
Required Skills:
What Youll Own Escalation ownership: Escalated tickets across chat email and voice taking over conversations that frontline agents have flagged as high-risk high-emotion or -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 theyre 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 Were Looking For 25 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 youve 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 dont get rattled and you dont let a customers 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.
Required Education:
Graduate (BCA BBA & B Com Preferred)
