Job Description
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.
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nKey Responsibilities :
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- Act as the primary expert on device insurance products, policies, claims workflows, and operational proceduresn
- Provide real-time support to agents by assisting with complex queries, escalations, and case resolutionsn
- Conduct knowledge-sharing sessions, refresher trainings, and updates on product or process changesn
- Partner with the Quality team to identify knowledge gaps and deliver targeted coaching to improve accuracy and service standardsn
- Analyze customer feedback, call trends, and operational data to identify opportunities for process improvementn
- Collaborate with cross-functional teams (Claims, CX, Product, Operations) to ensure alignment and effective communication.n




- Maintain and update knowledge base articles, SOPs, and internal documentationn
- Provide insights on recurring issues, product gaps, and customer pain points to enhance policies and workflowsn
- Ensure adherence to compliance requirements, documentation standards, and service best practicesn
- Manage customer escalations and supervisory calls professionally and effectivelyn

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nRequirements :
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- Graduate with 2–5 years of experience in customer service, technical support, or similar operationsn
- Robust understanding of device insurance, claims processes, and support operationsn
- Excellent communication, problem-solving, and analytical skillsn
- Demonstrated experience in handling escalations and supporting teams with complex casesn
- Strong analytical and problem-solving abilities, with the capability to interpret operational data and identify improvement opportunitiesn
- Expe

📌 Customer Experience Executive (Mumbai)
🏢 Servify
📍 Mumbai