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)
