CUSTOMER SERVICE - SME

Policybazaar; Ernakulam; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Policybazaar is seeking an experienced SME to join our Customer Service team. You will handle insurance queries via voice, email, or chat, resolve escalations, and share process knowledge to drive superior customer experiences.

The role requires 3-7 years in Customer Service within Insurance/BFSI or BPO, with team handling experience, strong communication, and advanced Excel skills for MIS reporting and analytics.

Qualifications

• Graduate in any discipline.
• 3-7 years of customer service experience, preferably in Insurance, BFSI, or BPO.
• Prior SME or Senior Customer Service Executive experience preferred.
• Customer Support Team Handling experience is Mandatory.
• Excellent communication and interpersonal skills.
• Strong problem-solving and customer management abilities.
• Comfortable working in rotational shifts.
• Proficient in Advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, MIS Reporting).
• Excellent analytical and stakeholder management skills.

Responsibilities

• Resolve customer queries related to insurance products via voice, email, or chat.
• Handle escalations and provide timely resolutions.
• Support the team by sharing process knowledge and best practices.
• Ensure compliance with quality and operational standards.
• Coordinate with internal teams to resolve customer concerns.
• Deliver high customer satisfaction and service quality.
• Provide process guidance and floor support to Customer Support/Sales teams.
• Coach and mentor team members to improve productivity and performance.
• Monitor team performance and identify process improvement opportunities.
• Prepare and maintain MIS reports, dashboards, and performance trackers.
• Analyze operational metrics and share actionable insights.
• Coordinate with Operations, Training, and Quality teams to improve business performance.
• Ensure adherence to company processes and quality standards.

Skills

Customer service

Communication

Problem solving

Stakeholder management

Team handling

Analytical skills

Education

Bachelor's degree

Tools

Advanced Excel

MIS Reporting

Job description

Job Description:

Policybazaar is looking for experienced and customer-focused professionals to join our Customer Service team as a Subject Matter Expert (SME). The ideal candidate should have excellent communication skills, strong customer-handling abilities, and experience in resolving customer queries while ensuring a superior customer experience.

Key Responsibilities:

• Resolve customer queries related to insurance products via voice, email, or chat.
• Handle escalations and provide timely resolutions.
• Support the team by sharing process knowledge and best practices.
• Ensure compliance with quality and operational standards.
• Coordinate with internal teams to resolve customer concerns.
• Deliver high customer satisfaction and service quality.
• Provide process guidance and floor support to Customer Support/Sales teams.
• Coach and mentor team members to improve productivity and performance.
• Monitor team performance and identify process improvement opportunities.
• Prepare and maintain MIS reports, dashboards, and performance trackers.
• Analyze operational metrics and share actionable insights.
• Coordinate with Operations, Training, and Quality teams to improve business performance.
• Ensure adherence to company processes and quality standards.

Candidate Requirements:

• Graduate in any discipline.
• 3-7 years of experience in Customer Service, preferably in Insurance, BFSI, or BPO.
• Prior experience as an SME or Senior Customer Service Executive is preferred.
• Customer Support Team Handling experience is Mandatory.
• Excellent communication and interpersonal skills.
• Strong problem-solving and customer management abilities.
• Comfortable working in rotational shifts.
• Strong proficiency in Advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, MIS Reporting).
• Excellent analytical, communication, and stakeholder management skills.