Owns high-risk and high-value customer escalations across chat, email, and voice. Responsibilities include real-time de-escalation, coordinating with logistics, warehouse, and returns teams, managing concurrent chats, documenting resolutions, identifying root causes, and ensuring timely follow-up. The role requires strong communication, expert typing, composure under pressure, and experience with e-commerce or logistics-related order issues.
What You'll 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 they're 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 We're Looking For
- 2–5 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 you've 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 don't get rattled, and you don't let a customer's 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.
Requirements
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.
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Delhi, India's capital city, is a place where tradition and progress co-exist. While Old Delhi is known for its rich history and bustling markets, New Delhi is defined by its modern architecture. It's clear the region places a strong emphasis on preserving its cultural heritage while embracing technological advancements, particularly in artificial intelligence, which plays a central role in shaping the city's tech landscape, fueled by investments in research and development.
