Customer Experience Specialist

What is this opportunity?

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 othe…

Opportunity details