Walk-in || Subject Matter Expert

Role & responsibilities

• Provide floor support and process guidance to Customer Service Associates.
• Handle complex and escalated voice customer queries professionally.
• Assist agents in resolving customer concerns and improving customer satisfaction.
• Ensure adherence to quality, productivity, and process standards.
• Support the team in handling difficult or irate customers effectively.
• Identify recurring issues and share process improvement suggestions.
• Ensure accurate documentation and timely escalation of customer concerns.
• Guide team members on process updates, policies, and best practices.

Preferred candidate profile

• Minimum 1 year of relevant Voice Process/Customer Service experience is mandatory.
• Excellent verbal communication skills in English.
• Strong customer-handling and problem-solving skills.
• Experience in handling escalations and complex customer queries.
• Good process knowledge with the ability to guide and support team members.
• Professional, positive, and customer-focused attitude.
• Comfortable working in rotational shifts, including night shifts.
• Candidates with prior SME/Floor Support experience will be preferred.