Subject Matter Expert (Customer Service)

About the Role :

We are looking for a highly motivated and experienced Customer Support SME with strong floor handling capabilities. The SME will serve as a go-to expert for support agents, ensuring consistent delivery of high-quality customer interactions across channels (Voice, Chat, Email). You will drive performance coaching, monitor process adherence, and support the floor operations to improve service KPIs.

Key Responsibilities :

• Act as a first point of contact for support agents for process, product, or policy-related queries
• Provide real-time support on the floor, handle escalations, and ensure adherence to SOPs
• Monitor live dashboards (AHT, SLA, CSAT, FCR) and proactively guide agents to meet targets
• Conduct quality checks, give actionable feedback, and support team leads in coaching initiatives
• Assist in training new joiners, process updates, and refreshers
• Collaborate with Quality and Training teams to drive performance improvement plans
• Maintain strong understanding of product updates, campaigns, promotions, etc., and disseminate timely information to the team
• Participate in daily / weekly performance huddles, reviews, and RCA of escalations
• Assist Team Leaders in floor discipline, roster adherence, shrinkage control

Requirements :