:

Policybazaar is looking for experienced and customer-focused professionals to join our Customer Service team as a Subject Matter Expert (SME). The ideal candidate should have excellent communication skills, strong customer-handling abilities, and experience in resolving customer queries while ensuring a superior customer experience.

Key Responsibilities:

- Resolve customer queries related to insurance products via voice, email, or chat.
- Handle escalations and provide timely resolutions.
- Support the team by sharing process knowledge and best practices.
- Ensure compliance with quality and operational standards.
- Coordinate with internal teams to resolve customer concerns.
- Deliver high customer satisfaction and service quality.
- Provide process guidance and floor support to Customer Support/Sales teams.
- Coach and mentor team members to improve productivity and performance.
- Monitor team performance and identify process improvement opportunities.
- Prepare and maintain MIS reports, dashboards, and performance trackers.




- Analyze operational metrics and share actionable insights.
- Coordinate with Operations, Training, and Quality teams to improve business performance.
- Ensure adherence to company processes and quality standards.

Candidate Requirements:

- Graduate in any discipline.
- 3-7 years of experience in Customer Service, preferably in Insurance, BFSI, or BPO.
- Prior experience as an SME or Senior Customer Service Executive is preferred.
- Customer Support Team Handling experience is Mandatory.
- Excellent communication and interpersonal skills.
- Strong problem-solving and customer management abilities.
- Comfortable working in rotational shifts.
- Robust proficiency in Advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, MIS Reporting).
- Excellent analytical, communication, and stakeholder management skills.

Apply now or share your profile with us! Share your updated CV: [email protected] or Whatsapp At: 84486 84083

📌 CUSTOMER SERVICE - SME (Kochi)
🏢 PolicyBazaar
📍 Kochi