Subject Matter Expert (SME)
- Healthkart
- 2 - 5 years
- Noida, Gurugram
- 5 months ago
- Email to a friend
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Job Description
About the Role:
We are looking for a highly motivated and experienced Customer Support SME with strong
floor handling capabilities. The SME will serve as a go-to expert for support agents, ensuring
consistent delivery of high-quality customer interactions across channels (Voice, Chat, Email).
You will drive performance coaching, monitor process adherence, and support the floor
operations to improve service KPIs.
Key Responsibilities:
- Act as a first point of contact for support agents for process, product, or policy-related queries
- Provide real-time support on the floor, handle escalations, and ensure adherence to SOPs
- Monitor live dashboards (AHT, SLA, CSAT, FCR) and proactively guide agents to meet
targets
- Conduct quality checks, give actionable feedback, and support team leads in coaching
initiatives
- Assist in training new joiners, process updates, and refreshers
- Collaborate with Quality and Training teams to drive performance improvement plans
- Maintain strong understanding of product updates, campaigns, promotions, etc., and
disseminate timely information to the team
- Participate in daily/weekly performance huddles, reviews, and RCA of escalations
- Assist Team Leaders in floor discipline, roster adherence, shrinkage control
Requirements:
- Graduate in any discipline
- 24 years of experience in Customer Support with at least 1 year as an SME or Sr. Agent
- Hands-on experience with floor handling, escalations, and real-time agent support
- Strong communication and interpersonal skills
- Good understanding of support metrics (AHT, CSAT, SLA, etc.)
- Experience in using CRM and ticketing tools (e.g., Freshdesk, Zendesk, etc.)
- Comfortable working in a fast-paced, high-growth environment
Preferred Skills:
- Exposure to health & wellness or e-commerce D2C domains
- Bilingual (Hindi & English proficiency)
- Knowledge of Excel or dashboard tools for basic performance tracking
Job Classification
Industry: Internet (E-Commerce)Functional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: FreshersContact Details:
Company: HealthkartLocation(s): Noida, Gurugram
Keyskills: Communication Skills Excel
Healthkart
HealthKart, a part of Bright Lifecare Pvt. Ltd. , founded in 2011 is an online portal for dietary supplements and health devices in the Health care industry in India. Its India's biggest health store on the internet. Our singular mission is to provide access to authentic, quality, and affordable ...
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