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 qualified 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 workplace would be preferred.

📌 Subject Matter Expert Hyderabad (India)
🏢 Stemz Healthcare
📍 India