Customer Service SME (Subject Matter Expert)

Location: Gurugram (GGN), Haryana
Work Mode: Work from Office (WFO)
Industry: E-commerce
Department: Customer Experience / Customer Support
Employment Type: Full-Time

About the Role

We are looking for an experienced and customer-focused Customer Service SME (Subject Matter Expert) to support our e-commerce customer service operations. The ideal candidate will have strong knowledge of customer support processes, excellent communication skills, and the ability to guide agents, resolve escalations, and ensure high-quality customer experiences.

Key Responsibilities

- Act as the Subject Matter Expert (SME) for customer service processes, policies, and standard operating procedures (SOPs).
- Handle complex customer queries and escalations related to orders, deliveries, cancellations, returns, refunds, and replacements.
- Provide real-time support, guidance, and process clarification to customer service associates.
- Monitor customer interactions to ensure quality, accuracy, compliance, and customer satisfaction.
- Identify recurring customer issues and recommend process improvements.
- Coordinate with internal teams such as logistics, warehouse, payments, and operations to resolve customer concerns.
- Conduct process refreshers and provide coaching to agents on product knowledge, customer handling, and resolution techniques.
- Support new process rollouts, policy updates, and knowledge management initiatives.
- Track key performance indicators (KPIs), including CSAT, quality scores, resolution time, productivity, and SLA adherence.
- Prepare reports on escalations, process gaps, customer feedback, and recurring issues.




- Ensure adherence to company policies, data privacy guidelines, and service quality standards.

Required Skills & Qualifications

- Graduate in any discipline preferred.
- 2–4 years of experience in customer service, preferably in the e-commerce industry.
- Prior experience as a Customer Service SME, Senior Customer Support Associate, or Escalation Specialist is preferred.
- Strong understanding of e-commerce operations, including order management, returns, refunds, cancellations, and delivery-related issues.
- Excellent verbal and written communication skills.
- Strong problem-solving, analytical, and decision-making abilities.
- Ability to manage escalations and handle difficult customer situations professionally.
- Experience with CRM tools, ticketing systems, and MS Excel or Google Sheets.
- Good interpersonal skills with the ability to coach and support team members.
- Ability to work in a rapid-paced, target-driven environment.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Quality Assurance (QA) Scores
- First Contact Resolution (FCR)
- SLA Adherence
- Escalation Resolution Time
- Agent Support and Process Compliance

Work Details

- Job Location: Gurugram (GGN), Haryana
- Work Arrangement: Work from Office only
- Working Days: As per business requirements
- Shift Timings: As per operational requirements, including rotational shifts if applicable

Ideal Candidate Profile

The ideal candidate is customer-centric, detail-oriented, and proactive, with strong process knowledge and the ability to support frontline teams while ensuring timely and effective resolution of customer issues.

📌 Customer Service SME (Gurugram)
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📍 Gurugram