SME / L2 – Customer Excellence ( Onsite)

Company: Handpicked | Location: Gurugram

Key Responsibilities

- Own and resolve complex customer queries and escalations end to end, including refunds, quality complaints, missed or delayed deliveries, and order issues.
- Handle escalated chats on Freshchat within defined SLAs, ensuring first-contact resolution wherever possible.
- Conduct quality audits of L1 conversations using the QA framework (fatal error parameters,

weighted scoring) and maintain the audit log tracker.
- Share actionable, data-backed feedback from audits to improve agent performance and customer experience.
- Identify recurring issues and create/update SOPs, macros, and knowledge base content.
- Coordinate with Operations, Supply/Quality, Product, Tech, and Logistics to close escalations and report root causes.
- Track and drive CX metrics: CSAT, FRT, AHT, resolution time, and SLA adherence.




- Spot process gaps and customer pain points, and suggest practical improvements backed by data.
- Support the floor during peak hours and high-volume periods, including handling live chats when needed.
- Guide and mentor L1 agents with real-time support, query resolution, and on-floor coaching.

Preferred Profile

- 2+ years in customer support/CX, with at least 1 year as an SME, L2, or QA in e-commerce,

q-commerce, food, or retail.
- Solid written communication (chat-first support) and problem-solving skills.
- Hands-on experience with escalation handling and quality audits.
- Comfortable with CRMs/support tools (Freshchat/Freshdesk preferred) and Excel/Google Sheets.
- Customer-first mindset with an eye for detail and process.
- Ability to coach and guide L1 agents.

📌 SME/ (Gurugram)
🏢 NextMantra AI
📍 Gurugram