Senior Subject Matter Expert - Customer Service

Sr. SME

Job Title:

Sr. SME

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Key Responsibilities

• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
• Assists in driving metrics of the team
• Monitor closure of service levels regularly.
• Ensure prompt escalations to Team Leader.
• Supervise team in the absence of the Team Leader.
• Monitor performance and quality scores of teams.
• Identify root cause issues and recommend solutions.
• Groom new hires & provide floor support to enhance customer experience
• Handle escalations if any and manage end-to-end customer complaints for his/her span
• Candidate should have good understanding of the following:
• Customers reporting or querying suspicious transactions
• Confirmation of genuine or fraudulent activity
• Blocking or cancelling cards and account access
• Account takeovers or identity fraud
• Outbound validation of flagged transactions
• Customer education on fraud risks or actions taken

  

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location:

IND Hyderabad - Unit No. 601 6th Flr Maximus Building 2A Mindspace

Language Requirements:

Time Type:

Full time2026-06-30

Experience Level

Senior Level