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)

Customer Experience Executive