Subject Matter Expert (SME)

About the Role

Subject Matter Expert (SME) - Customer Service Excellence at Stemz Healthcare, Gurgaon, India.

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.
• 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.

Requirements & Tech Stack

• Hands-on experience in customer complaint management.
• Sound understanding of CRM and ticketing systems.
• Hands-on experience with Salesforce, Freshworks/Freshdesk, and other ticketing or complaint management platforms.
• Knowledge of PAX/PAKS systems would be an added advantage.

Qualifications

• Excellent written and verbal communication skills.
• Strong 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.