Subject Matter Expert (SME) - Customer Service Excellence
Stemz Healthcare · Gurugram · onsite · Posted 9d ago
Undisclosed2–8 yrsfulltimeSourced from
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About this role
Subject Matter Expert (SME) - Customer Service Excellence
Gurgaon, India
Permanent Role
Gurgaon, India
Permanent Role
The ideal candidate should have strong communication skills, hands-on experience in customer complaint management, and a sound understanding of CRM and ticketing systems.
Key Responsibilities:
- Escalation Management: Handle complex customer escalations, ensure timely resolution, and coordinate with relevant stakeholders to drive closure.
- Email Complaint Management: Manage customer complaints received through email and other channels, ensuring professional communication, accurate responses, and timely resolution.
- Ticketing TAT Management: Monitor ticket queues, ageing, turnaround time (TAT), pending cases, and SLA adherence to ensure timely closure.
- CRM Ticketing Tools: Hands-on experience with Salesforce, Freshworks/Freshdesk, and other ticketing or complaint management platforms. Knowledge of PAX/PAKS systems would be an added advantage, subject to the applicable platform used in our operations.
- Quality Customer Experience: Ensure responses meet defined quality standards, maintain empathy in customer interactions, and drive customer satisfaction.
- Root Cause Analysis: Identify recurring complaints, analyse trends, and recommend corrective and preventive actions to reduce repeat escalations.
- Process Improvement: Support the development of SOPs, email templates, escalation matrices, and knowledge-base documentation.
- MIS Reporting: Prepare reports on complaint volumes, ticket ageing, TAT, SLA breaches, escalation trends, and resolution performance.
- Stakeholder Coordination: Work closely with operations, centre teams, and other internal departments to ensure seamless issue resolution.
- Team Support Guidance: Act as a subject matter expert for frontline teams by providing process guidance, case-level support, and knowledge sharing.
Desired Candidate Profile:
- Excellent written and verbal communication skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Practical experience in customer service, complaint handling, and escalation management.
- Working knowledge of CRM platforms, ticketing workflows, SLA/TAT monitoring, and reporting.
- Ability to manage multiple priorities while maintaining accuracy and service quality.
- A customer-centric approach with a strong focus on ownership, accountability, and continuous improvement.
- Prior experience in healthcare, service operations, or a high-volume customer support environment would be preferred.
Key Responsibilities:
- Escalation Management: Handle complex customer escalations, ensure timely resolution, and coordinate with relevant stakeholders to drive closure.
- Email Complaint Management: Manage customer complaints received through email and other channels, ensuring professional communication, accurate responses, and timely resolution.
- Ticketing TAT Management: Monitor ticket queues, ageing, turnaround time (TAT), pending cases, and SLA adherence to ensure timely closure.
- CRM Ticketing Tools: Hands-on experience with Salesforce, Freshworks/Freshdesk, and other ticketing or complaint management platforms. Knowledge of PAX/PAKS systems would be an added advantage, subject to the applicable platform used in our operations.
- Quality Customer Experience: Ensure responses meet defined quality standards, maintain empathy in customer interactions, and drive customer satisfaction.
- Root Cause Analysis: Identify recurring complaints, analyse trends, and recommend corrective and preventive actions to reduce repeat escalations.
- Process Improvement: Support the development of SOPs, email templates, escalation matrices, and knowledge-base documentation.
- MIS Reporting: Prepare reports on complaint volumes, ticket ageing, TAT, SLA breaches, escalation trends, and resolution performance.
- Stakeholder Coordination: Work closely with operations, centre teams, and other internal departments to ensure seamless issue resolution.
- Team Support Guidance: Act as a subject matter expert for frontline teams by providing process guidance, case-level support, and knowledge sharing.
Desired Candidate Profile:
- Excellent written and verbal communication skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Practical experience in customer service, complaint handling, and escalation management.
- Working knowledge of CRM platforms, ticketing workflows, SLA/TAT monitoring, and reporting.
- Ability to manage multiple priorities while maintaining accuracy and service quality.
- A customer-centric approach with a strong focus on ownership, accountability, and continuous improvement.
- Prior experience in healthcare, service operations, or a high-volume customer support environment would be preferred.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceCustomer SupportcrmContinuous improvementService qualityComplaint managementProcess ImprovementHealthcareanalyticalService Operations
About Stemz Healthcare
Stemz Healthcare
Healthcare
201
employees
2015
11 years old
Gurgaon, Haryana
India
₹6.4L PA avg
Avg at Stemz Healthcare
About
Stemz Healthcare utilizes advanced technologies to enhance healthcare services globally, focusing on quality and compliance in patient care and laboratory services.
Industries
HealthcareHealthcare / Pharma
Employee ratings
10 reviews
3.7/ 5
Culture
3.1
Career growth
2.8
Work-life
3.1
Employees rate it well for
Overall Company37Work-Life Balance35
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