Subject Matter Expert (SME) - Customer Experience

Key Responsibilities

Expert Support & Guidance

• Serve as the primary point of contact for associates seeking assistance with complex queries, technical issues, or process-related doubts
• Provide real-time support and resolution guidance during critical customer interactions
• Mentor and coach team members to enhance their product knowledge and service delivery skills
• Monitor and maintain a minimum 95% call answering rate for incoming customer calls
• Analyze call patterns and implement strategies to optimize response times and service quality
• Track team performance metrics and provide actionable feedback for continuous improvement
• Act as interim Team Leader during supervisor absences, ensuring seamless operations
• Coordinate daily activities, assign tasks, and manage escalations in the absence of direct leadership
• Facilitate team meetings and communicate important updates to associates
• Identify gaps in current processes and recommend improvements for enhanced efficiency
• Ensure adherence to company policies, procedures, and quality standards
• Collaborate with management to implement best practices and operational enhancements

Required Qualifications

Experience & Skills

• Minimum 1+ years of proven experience in voice or non-voice customer service operations
• Strong communication skills with excellent verbal and written English proficiency
• Demonstrated ability to handle complex customer queries and provide effective solutions
• Experience in mentoring or training junior team members
• Proficiency in CRM systems and customer service tools
• Basic knowledge of performance metrics and reporting
• Ability to multitask and manage multiple priorities in a fast-paced environment
• Strong problem-solving and decision-making abilities
• Natural leadership skills with the ability to motivate and guide team members
• Flexibility to adapt to changing business needs and work schedules

Job Types: Full-time, Permanent

Pay: ₹300,000.00 - ₹400,000.00 per year

Benefits:

• Health insurance
• Provident Fund