Subject Matter Expert
Stemz Healthcare
Hyderabad, Telangana, India9h agovia LinkedIn
Key Responsibilities
- Handle complex customer escalations, ensure timely resolution, and coordinate with relevant stakeholders to drive closure.
- Manage customer complaints received through email and other channels, ensuring professional communication, accurate responses, and timely resolution.
- Monitor ticket queues, ageing, turnaround time (TAT), pending cases, and SLA adherence to ensure timely closure.
- Ensure responses meet defined quality standards, maintain empathy in customer interactions, and drive customer satisfaction.
- Identify recurring complaints, analyse trends, and recommend corrective and preventive actions to reduce repeat escalations.
- Support the development of SOPs, email templates, escalation matrices, and knowledge-base documentation.
- Prepare reports on complaint volumes, ticket ageing, TAT, SLA breaches, escalation trends, and resolution performance.
- Work closely with operations, centre teams, and other internal departments to ensure seamless issue resolution.
- 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 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.
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.