Job Title:  Senior Consultant | Customer Experience | Hyderabad | Customer Strategy & Design

Be audacious in impact

When was the last time you thought the unthinkable, defined the unfathomable, or did what no one else has dared to try?

At Deloitte, we're creating bold new frontiers for our clients and communities. Our roar echoes across India and beyond. So, bring your unique self and rise louder and leap further than ever before.

 Senior Consultant| Customer Experience | Hyderabad | Customer Strategy & Design

• Job requisition ID: 101683
• Location: Hyderabad

The team

Enterprise technology must do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Your work profile

Role Overview: The Smart Expert Recommendation (SER) Specialist plays a pivotal role in driving revenue enablement within customer support interactions by converting customer needs into relevant product recommendations, upgrades, and service adoption. Operating at the intersection of customer support, product expertise, and sales, the SER Specialist ensures that every customer’s engagement, whether simple or complex, contributes to meaningful business outcomes. The role involves guiding frontline agents, influencing customer decisions, managing select customer interactions, and continuously optimizing sales approaches through insights and performance tracking. While ensuring compliance with quality and documentation standards, the SER Specialist balances exceptional customer experience with revenue goals, acting as a critical bridge between support and sales functions.

Job Title: Smart Expert Recommendation (SER) Specialist

Key Responsibilities

In this role, the SER Specialist supports both customers and frontline teams by identifying opportunities, improving sales effectiveness, and driving product adoption. They actively participate in enhancing revenue outcomes and strengthening sales capability across the support organization.

Revenue Enablement & Serve‑to‑Sell.

• Identify upselling and cross-sell opportunities during customer interactions.
• Support frontline experts in recognizing customer intent and effectively positioning product features or upgrades.
• Drive serve-to-sell conversations aligned with customer needs.
• Assist in closing opportunities or ensuring seamless lead pass to sales teams.

Frontline Enablement

• Coach agents on spotting revenue opportunities and improving sales conversations.
• Provide real-time and offline guidance to enhance conversion outcomes.
• Collaborate with Team Leaders to improve sales capability across the organization.

Customer Interaction Support

• Manage targeted customer interactions (voice/chat/email) when required.
• Engage in complex or high-value customer conversations.
• Ensure that recommendations align with customer business needs.

Performance Monitoring & Insights

• Track key performance metrics including conversion rates, lead pass effectiveness, and feature adoption.
• Identify gaps and recommend improvements in sales behaviors.
• Work with QA and CI teams to refine sales approaches.

Process & Compliance

• Ensure compliance with sales guidelines and documentation standards.
• Maintain accurate records of interactions and outcomes.
• Uphold quality and customer experience expectations.

Key skills required

• Overall 5-12 years of experience of which minimum 3 years should have been in project management
• Education : Graduation, MBA, MCA, BBA

You bring you

That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate unique needs.

Your bold odyssey starts here 

Our story starts with your success: Experience excellence in an environment that is meritorious, respectful, collaborative, and empowering. One that is a catalyst of 360-degree happiness for you and your loved ones.

Get right skilled for tomorrow: Get equipped to fuel transformative change and be the best in the industry. Don't just learn new skills, but be the engine of innovation, with clutter-breaking solutions and practices.

Power the nation's growth story: We're Indian-owned and led and working towards India's future. Our team spans and creates impact for the country, well beyond its urban centers. We move ahead along with the communities in which we operate, thereby giving you a profession with a strong sense of purpose.