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
Solid analytical and problem-solving abilities, with the capability to interpret operational data and identify improvement prospectsn
Expe

📌 Customer Experience Executive Mumbai
🏢 Servify
📍 Mumbai