SME/L2

SME / L2 – Customer Excellence ( Onsite)

Company: Handpicked | Location: Gurugram

Key Responsibilities

• Own and resolve complex customer queries and escalations end to end, including refunds, quality

complaints, missed or delayed deliveries, and order issues.

• Handle escalated chats on Freshchat within defined SLAs, ensuring first-contact resolution

wherever possible.

• Conduct quality audits of L1 conversations using the QA framework (fatal error parameters,

weighted scoring) and maintain the audit log tracker.

• Share actionable, data-backed feedback from audits to improve agent performance and customer

experience.

• Identify recurring issues and create/update SOPs, macros, and knowledge base content.

• Coordinate with Operations, Supply/Quality, Product, Tech, and Logistics to close escalations and

report root causes.

• Track and drive CX metrics: CSAT, FRT, AHT, resolution time, and SLA adherence.

• Spot process gaps and customer pain points, and suggest practical improvements backed by

data.

• Support the floor during peak hours and high-volume periods, including handling live chats when

needed.

• Guide and mentor L1 agents with real-time support, query resolution, and on-floor coaching.

Preferred Profile

• 2+ years in customer support/CX, with at least 1 year as an SME, L2, or QA in e-commerce,

q-commerce, food, or retail.

• Strong written communication (chat-first support) and problem-solving skills.

• Hands-on experience with escalation handling and quality audits.

• Comfortable with CRMs/support tools (Freshchat/Freshdesk preferred) and Excel/Google Sheets.

• Customer-first mindset with an eye for detail and process.

• Ability to coach and guide L1 agents.