Customer Experience Executive

Servify; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Servify in Mumbai is seeking an experienced SME to serve as the central expert for device insurance knowledge, claims workflows, and policy clarifications. You will support agents with complex cases, drive training programs, and contribute to continuous process improvements.

The role emphasizes real-time guidance, knowledge base updates, and collaboration with Claims, CX, Product, and Operations teams to ensure high service quality and compliant practices.

Qualifications

• Graduate with 2-5 years of experience in customer service, technical support, or similar operations.
• Strong understanding of device insurance, claims processes, and support operations.
• Excellent communication, problem-solving, and analytical skills.
• Demonstrated experience in handling escalations and supporting teams with complex cases.
• Strong analytical and problem-solving abilities, with the capability to interpret operational data and identify improvement opportunities.
• Experience with CRM systems, ticketing platforms, and documentation tools.

Responsibilities

• Act as the primary expert on device insurance products, policies, claims workflows, and operational procedures.
• Provide real-time support to agents by assisting with complex queries, escalations, and case resolutions.
• Conduct knowledge-sharing sessions, refresher trainings, and updates on product or process changes.
• Partner with the Quality team to identify knowledge gaps and deliver targeted coaching to improve accuracy and service standards.
• Analyze customer feedback, call trends, and operational data to identify opportunities for process improvement.
• Collaborate with cross-functional teams (Claims, CX, Product, Operations) to ensure alignment and effective communication.
• Maintain and update knowledge base articles, SOPs, and internal documentation.
• Provide insights on recurring issues, product gaps, and customer pain points to enhance policies and workflows.
• Ensure adherence to compliance requirements, documentation standards, and service best practices.
• Manage customer escalations and supervisory calls professionally and effectively

Skills

Device insurance knowledge

Escalation handling

Training coaching

Analytical skills

CRM systems

Education

Bachelor's degree

Tools

CRM systems

Ticketing platforms

Documentation tools

Job description

Position Summary : The SME will serve as the central point of expertise for product knowledge, claims processes, and policy clarifications. This role ensures accurate information flow, supports agents in resolving complex cases, drives training initiatives, and contributes to continuous operational improvement and service quality.

Key Responsibilities :

• Act as the primary expert on device insurance products, policies, claims workflows, and operational procedures
• Provide real-time support to agents by assisting with complex queries, escalations, and case resolutions
• Conduct knowledge-sharing sessions, refresher trainings, and updates on product or process changes
• Partner with the Quality team to identify knowledge gaps and deliver targeted coaching to improve accuracy and service standards
• Analyze customer feedback, call trends, and operational data to identify opportunities for process improvement
• Collaborate with cross-functional teams (Claims, CX, Product, Operations) to ensure alignment and effective communication.
• Maintain and update knowledge base articles, SOPs, and internal documentation
• Provide insights on recurring issues, product gaps, and customer pain points to enhance policies and workflows
• Ensure adherence to compliance requirements, documentation standards, and service best practices
• Manage customer escalations and supervisory calls professionally and effectively

Requirements :

• Graduate with 2-5 years of experience in customer service, technical support, or similar operations
• Strong understanding of device insurance, claims processes, and support operations
• Excellent communication, problem-solving, and analytical skills
• Demonstrated experience in handling escalations and supporting teams with complex cases
• Strong analytical and problem-solving abilities, with the capability to interpret operational data and identify improvement opportunities
• Experience with CRM systems, ticketing platforms, and documentation tools
• Flexibility to work with rotational week-offs (office-based role)