Subject Matter Expert - Custom · Pune

BP is a global energy company operating worldwide, delivering innovative energy solutions and exceptional customer support operations.

Responsibilities

• Serve as the dedicated Subject Matter Expert (SME) for Customer Care & Solutions operations and platforms.
• Guide technical resolution for complex service delivery inquiries and escalations from global teams.
• Analyze customer care workflows to identify process gaps and implement service enhancements.
• Partner with technology support teams to troubleshoot system issues and minimize operational downtime.
• Perform root cause analysis on recurring incidents to prevent systemic customer service disruptions.
• Ensure adherence to agreed service level agreements (SLAs) and operational quality benchmarks.
• Design, update, and maintain comprehensive standard operating procedures (SOPs) and knowledge base articles.
• Deliver technical training and functional mentoring to frontline customer support associates.
• Collaborate with cross-functional product and IT teams during system upgrades and feature deployments.
• Generate operational reports and analytical insights on key customer satisfaction and resolution metrics.