# Subject Matter Expert - Corporate Office - Hicare

> Rentokil Initial · Thane, India · Full-time · Posted 2025-06-23

**Workplace:** on_site

**Department:** Customer Service

## Description

About the Role:

-   The SME  will be responsible for supporting new joiners during OJT by providing real-time guidance, resolving escalations, and ensuring process understanding and KPI achievement. 
-   The incumbent will report to the Assistant Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders.

## Requirements

Job Responsibilities:

-   Provide real-time floor support to Rookies during their OJT phase
-   Assist Rookies in understanding systems, processes, and handling live customer scenarios
-   Take ownership of supervisor-level customer escalations as needed
-   Ensure accurate call dispositioning and ticket handling by new agents
-   Coach Rookies on objection handling techniques and effective rebuttals
-   Monitor and support Rookie performance to ensure KPI achievement as per the milestone plan (100% by M4)
-   Maintain individual performance while balancing floor support responsibilities

Key Result Areas:

-   100% target achievement by all assigned Rookies during OJT
-   Zero errors in disposition and ticketing
-   Escalation Management
-   Rookie readiness in objection handling
-   100% KPI compliance by Rookies by Month 4 (M4)

Competencies (Skills essential to the role):

-   Excellent product and process knowledge
-   Strong communication skills
-   Familiarity with all process steps and common call scenarios

Educational Qualification / Other Requirement:

-   HSC
-   Minimum 6 months of experience in the system (80% + QA score, 90% PKT score, 85% Target Achievement MOM - Last 3 months).

Role Type / Key working relationships:

-   Individual Contributor
-   Internal team
-   External stakeholders

## Benefits

What can you expect from RPCI?

-   Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in:

-   Service
-   Relationships
-   Teamwork
-   Responsibility

  
DEI statement: At RPCI, we believe in commitment to build an inclusive, varied workplace welcoming to people of all backgrounds.

## Apply

[Apply at Rentokil Initial](https://apply.workable.com/rentokil-initial/j/AD6424B22E/apply)

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