Subject Matter Expert (SME) - Customer Service Excellence

STEMZ Healthcare; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare benefits

Job summary

STEMZ Healthcare in Gurgaon, India seeks a Subject Matter Expert (SME) for Customer Service Excellence. The role focuses on escalation management, complaint handling, and CRM-driven ticketing workflows to ensure quality customer experiences in a high-volume environment.

Ideal candidates will have strong communication, analytical skills, and hands-on experience with Salesforce or Freshworks/Freshdesk. Healthcare service operations familiarity is a plus.

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 ownership and continuous improvement.
• Prior experience in healthcare, service operations, or a high‑volume customer support environment would be preferred.

Responsibilities

• Escalation management of complex customer issues with timely closure.
• Email complaint management with professional communication.
• Monitor ticket queues, ageing, TAT, and SLA adherence.
• Hands-on use of CRM and ticketing tools (Salesforce, Freshdesk).
• Ensure quality customer experience with empathy.
• Identify root causes and suggest corrective actions.
• Develop SOPs, templates, escalation matrices, and knowledge base.
• Prepare MIS reports on complaint volumes and resolution performance.
• Coordinate with operations and internal teams for resolution.
• Provide process guidance and knowledge sharing to frontline teams.

Skills

Communication

Analytical thinking

Problem solving

Decision making

Customer service

Escalation management

CRM platforms

Ticketing tools

SLA/TAT monitoring

Reporting

Tools

Salesforce

Freshdesk

PAX/PAKS

Job description

Subject Matter Expert (SME) - Customer Service Excellence

Gurgaon, India

Permanent Role

The ideal candidate should have strong communication skills, hands-on experience in customer complaint management, and a sound understanding of CRM and ticketing systems.

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.
• - CRM Ticketing Tools: 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.
• - 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.

Desired Candidate Profile:

• - 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.