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
• 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.
