Position Summary : The SME will serve as the central point of expertise for product knowledge, claims processes, and policy clarifications. This role ensures accurate information flow, supports agents in resolving complex cases, drives training initiatives, and contributes to continuous operational improvement and service quality.Key Responsibilities :Act as the primary expert on device insurance products, policies, claims workflows, and operational proceduresProvide real-time support to agents by assisting with complex queries, escalations, and case resolutionsConduct knowledge-sharing sessions, refresher trainings, and updates on product or process changesPartner with the Quality team to identify knowledge gaps and deliver targeted coaching to improve accuracy and service standardsAnalyze customer feedback, call trends, and operational data to identify opportunities for process improvementCollaborate with cross-functional teams (Claims, CX, Product, Operations) to ensure alignment and effective communication.Maintain and update knowledge base articles, SOPs,



and internal documentationProvide insights on recurring issues, product gaps, and customer pain points to enhance policies and workflowsEnsure adherence to compliance requirements, documentation standards, and service best practicesManage customer escalations and supervisory calls professionally and effectivelyRequirements :Graduate with 2–5 years of experience in customer service, technical support, or similar operationsStrong understanding of device insurance, claims processes, and support operationsExcellent communication, problem-solving, and analytical skillsDemonstrated experience in handling escalations and supporting teams with complex casesStrong analytical and problem-solving abilities, with the capability to interpret operational data and identify improvement opportunitiesExperience with CRM systems, ticketing platforms, and documentation toolsFlexibility to work with rotational week-offs (office-based role)

📌 Customer Experience Executive (Maharashtra)
🏢 Servify
📍 Maharashtra