Subject Matter Expert (SME) Customer Service Excellence

Gurgaon, India

Permanent Role The ideal candidate should have strong communication skills, hands-on experience in customer complaint management, and a sound understanding of CRM and ticketing systems.

Key Responsibilities

Escalation Management: Handle complex customer escalations, ensure timely resolution, and coordinate with relevant stakeholders to drive closure.

Email & Complaint Management: Manage customer complaints received through email and other channels, ensuring professional communication, accurate responses, and timely resolution.

Ticketing & TAT Management: Monitor ticket queues, ageing, turnaround time (TAT), pending cases, and SLA adherence to ensure timely closure.

CRM & Ticketing Tools: Hands-on experience with Salesforce, Freshworks/Freshdesk, and other ticketing or complaint management platforms. Knowledge of PAX/PAKS systems would be an added advantage, subject to the applicable platform used in our operations.

Quality & Customer Experience: Ensure responses meet defined quality standards, maintain empathy in customer interactions, and drive customer satisfaction.

Root Cause Analysis: Identify recurring complaints, analyse trends, and recommend corrective and preventive actions to reduce repeat escalations.





Process Improvement: Support the development of SOPs, email templates, escalation matrices, and knowledge-base documentation.

MIS & Reporting: Prepare reports on complaint volumes, ticket ageing, TAT, SLA breaches, escalation trends, and resolution performance.

Stakeholder Coordination: Work closely with operations, centre teams, and other internal departments to ensure seamless issue resolution.

Team Support & Guidance: Act as a subject matter expert for frontline teams by providing process guidance, case-level support, and knowledge sharing.

Desired Candidate Profile

Excellent written and verbal communication skills.

Solid analytical, problem-solving, and decision-making abilities.

Practical experience in customer service, complaint handling, and escalation management.

Working knowledge of CRM platforms, ticketing workflows, SLA/TAT monitoring, and reporting.

Ability to manage multiple priorities while maintaining accuracy and service quality.

A customer-centric approach with a strong focus on ownership, accountability, and continuous improvement.

Prior experience in healthcare, service operations, or a high-volume customer support environment would be preferred.

📌 Subject Matter Expert (SME) - Customer Service Excellence (Gurugram)
🏢 Stemz Healthcare
📍 Gurugram