Senior Subject Matter Expert Customer Experience / Payroll Operations – Noida – 4+ Years

We are looking for an experienced Senior Subject Matter Expert with 4+ years of experience in customer service, voice processes, chat support, shared services or business operations. The ideal candidate brings strong expertise in handling complex customer queries, managing escalations and providing floor support. Excellent communication, stakeholder management, process improvement and team mentoring skills are essential. Exposure to payroll or employee helpdesk processes will be an added advantage.

Location: Noida

Your Future Employer: You will be joining a globally established professional services organisation with a strong international presence and centralised business support operations, offering exposure to global processes and a collaborative work environment.

Responsibilities

1. Managing complex and high-priority customer queries through voice, live chat and written communication channels.
2. Handling escalations and providing timely resolutions while maintaining service quality and customer satisfaction.
3. Providing floor support, process guidance and real-time assistance to team members.
4. Coaching and mentoring team members while conducting process training and refresher sessions.
5. Monitoring operational dashboards, service levels, quality metrics and customer query trends.
6. Supporting root-cause analysis, process governance, audit readiness and continuous improvement initiatives.
7. Coordinating with internal stakeholders to ensure smooth query resolution and effective process delivery.




8. Updating SOPs, training materials and process documentation while ensuring compliance with data confidentiality requirements.

Requirements

1. Holding a graduate degree, preferably in Commerce, Finance or a related discipline.
2. Bringing 4+ years of experience in customer service, voice processes, chat support, shared services or operations.
3. Demonstrating experience in managing complex customer queries, escalations and operational support.
4. Possessing strong communication skills with proficiency in English.
5. Demonstrating experience in mentoring, coaching or providing process guidance to team members.
6. Having strong analytical, problem-solving and stakeholder management skills.
7. Possessing the ability to manage blended voice, chat and written support channels.
8. Maintaining a typing speed of at least 40 WPM.
9. Being flexible to work in rotational shifts.
10. Having exposure to payroll operations, employee helpdesk or payroll-related queries will be an added advantage.

What’s in it for you

1. Opportunity to work with a globally established organisation and gain international process exposure.
2.



Exposure to complex operational responsibilities and high-priority stakeholder interactions.
3. Prospect to develop expertise in process governance, escalation management and operational excellence.
4. A collaborative environment offering opportunities for professional growth and skill development.

Reach Us: If you feel this opportunity is well aligned with your career progression plans, please feel free to reach me with your updated profile at [email protected]

Disclaimer: Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, gender, sexual orientation, age, disability, or any other protected category.

Note: Due to the high volume of applications, we may not be able to respond to every applicant individually. If you do not hear from us within one week of applying, please consider your application unsuccessful for this particular opportunity.

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Profile Keywords: Customer Service SME, Payroll Support, Payroll Operations, Voice Process, Live Chat Support, Escalation Management, Employee Helpdesk, Shared Services, Floor Support, Process Training, Team Mentoring, Stakeholder Management.

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