Chat Expert

DentalKart

Careers at DentalKart

Chat Expert

CustomerExperience   |   Live Chat Desk

DentalKartis looking for a Chat Expert who thrives on live chat and can genuinely holdmaximum concurrency — multiple real conversations running at once — withoutdropping quality, tone, or accuracy on any single one. This is a chat-firstrole, but we need someone whose skillset doesn't stop at chat: you should beequally comfortable jumping on a call or writing a clean email when a caseneeds it, and you should understand what happens end-to-end when an order ordelivery goes wrong.

Youwill be the first serious line of resolution for our customers — fast enough tokeep multiple chats moving, and sharp enough to actually solve the probleminstead of just replying quickly.

•     Maximumconcurrency chat handling: Runningmultiple live chats simultaneously at a high concurrency level, keeping everycustomer moving without generic copy-paste replies or long response gaps.

•     End-to-endescalation handling: Owning a query from first messageto final resolution — order issues, delivery delays, refunds, or productconcerns — rather than handing it off after the first response.

•     Voice andemail fluency: Stepping onto a call when a chatneeds a human voice to resolve faster, and writing precise, professional emailsfor cases that need a documented trail.

•     Logisticsand last-mile understanding: Applyingreal knowledge of last-mile delivery, courier partners, and e-commerce orderflows to give customers accurate updates instead of vague reassurances.

•     Judgmentunder load: Reading tone in a chat andadjusting your approach in real time — slowing down, acknowledging, orescalating internally — before a routine query turns into a complaint.

•     Documentation: Keeping chat, voice, and emailinteractions logged clearly and consistently, so context is never lost if acase is picked up by someone else.

•     1–4 years in a live chat orblended support role, with proven experience managing high concurrency — notsingle-chat or low-volume queues.

•     Prior experience in logistics,last-mile delivery, courier, or e-commerce operations, with real understandingof how shipments, RTOs, and delivery exceptions work.

•     Comfortable handling voice callsand writing emails, not chat-only.

•     Expert-level typing speed andaccuracy — able to type fast and correctly under pressure across several openchats.

•     Excellent written and spokenEnglish, with the judgment to know when a chat should be escalated versusresolved directly.

•     Comfortable owning a caseend-to-end rather than passing it along at the first sign of difficulty.

•     Familiarity with Zoho Desk, ZohoSalesIQ, or a similar helpdesk/CRM platform.

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

•     A track record of consistentlyhigh CSAT or chat resolution scores in a previous role.

Chatis the highest-volume, highest-visibility channel in our CX operation, and thepeople who excel here are the ones who move fastest into escalation and teamlead tracks. If you can genuinely handle volume without losing quality, thisrole is built to grow with you.

Requirements

•     Prior experience in logistics,last-mile delivery, courier, or e-commerce operations, with real understandingof how shipments, RTOs, and delivery exceptions work.

•     Comfortable handling voice callsand writing emails, not chat-only.

•     Expert-level typing speed andaccuracy — able to type fast and correctly under pressure across several openchats.

•     Excellent written and spokenEnglish, with the judgment to know when a chat should be escalated versusresolved directly.

•     Comfortable owning a caseend-to-end rather than passing it along at first sign of difficulty.