Some people are easy to approach. Subhankar Sil makes sure of it. At Fusion CX, he has a standing invitation for anyone who would like to chat over a cup of tea. He is equally happy to exchange travel stories or recommend a good motorcycle route. There is no need for a formal introduction or a particular reason to get in touch. Just reach out, he says. It is a telling introduction to someone whose professional life revolves around helping others find their way through difficult situations.
At work, he untangles problems. Off duty, he chases highways. The contrast captures two sides of Subhankar: a dependable problem-solver on the operations floor and an enthusiastic explorer whenever he gets the chance to hit the road. Based in Kalyani, India, Subhankar works as a Customer Service Associate, taking on Subject Matter Expert (SME) responsibilities on the operations floor. He is the person colleagues approach when a customer query becomes complicated, a process needs clarification, or a little extra guidance could make all the difference. Fifteen months into his journey at Fusion CX, he has found his footing in a role that calls for technical understanding, patience and, above all, a steady head.
We sat down with him to talk about the work behind the designation, the satisfaction of solving complex problems, the art of keeping calm and, naturally, the open road.
The person colleagues turn to
An SME’s contribution is often most visible when something does not go according to plan. For Subhankar, a typical day involves supporting teammates with complex queries, providing floor assistance, reviewing the quality of resolutions, and helping maintain operational efficiency. He also mentors colleagues on processes, handles escalated customer issues, and steps in when additional support is needed during customer interactions.
But being the person with the answers is only part of the job. Equally important is making sure others develop the confidence to find those answers themselves.
Subhankar relies on a few simple habits to keep the team on track: regular catch-ups, well-organized notes on process updates and open communication with colleagues. He takes particular satisfaction in maintaining process notes and updating checklists, a seemingly small discipline that becomes invaluable when information changes and the floor needs to stay aligned.
It is a practical approach to a demanding role: stay organized, keep learning and make yourself accessible.
Keeping a cool head when things heat up
In customer service, a quiet day is not always the norm. There are escalations to manage, colleagues looking for immediate assistance and, at times, a sudden surge in call volumes.
Subhankar remembers when balancing a difficult escalation with an incoming floor query felt like an overwhelming exercise. With experience, however, he has learned to prioritize, assess what needs attention first and respond without letting pressure dictate his decisions.
Process changes bring their own challenges. New information has to be understood quickly and communicated clearly, often while the operation continues at full pace. His solution is to break things down into manageable steps, making it easier for colleagues to understand what has changed and put it into practice.
“When processes change or call volumes rise, I break information down step by step, so the team knows what to do and can move forward with confidence.”
His admiration for Mahendra Singh Dhoni, particularly the former Indian cricket captain’s composure under pressure, offers another clue to his outlook. Staying calm, after all, is as much about mindset as it is about experience.
Though even the most focused professional has the occasional distraction.
“During peak queue hours, I sometimes wonder whether my motorcycle is missing me as much as I’m thinking about it!”
The motorcycle, fortunately, can wait. The customers cannot.
Finding satisfaction in the complicated stuff
Not everyone enjoys a problem that refuses to cooperate. Subhankar happens to be someone who does.
He particularly enjoys untangling complex process challenges, working through the details and arriving at the right solution. Yet, what he finds equally rewarding is helping colleagues develop the confidence to handle similar situations independently.
That combination of problem-solving and mentoring has also given him one of his most satisfying moments at Fusion CX.
Through focused SME guidance and subject matter support, he helped his team achieve key performance metrics. The achievement mattered, but what made it especially meaningful was seeing his colleagues succeed.
It is an important distinction. For Subhankar, success is not simply about being the person who knows what to do. It is about sharing that knowledge in a way that helps others become equally capable.
The moment a frustrated customer feels heard
Ask anyone in customer service what makes a difficult interaction turn around, and the answer often comes back to one essential thing: listening.
Subhankar recalls a particularly challenging interaction with a customer who was deeply frustrated by an unresolved issue. Rather than rushing towards a solution, he focused on understanding the concern, working through the troubleshooting process methodically and identifying the right way forward.
By the end of the interaction, frustration had given way to genuine appreciation.
“An unresolved issue can leave a customer deeply frustrated. Listening, troubleshooting step by step, and finding the right solution can turn that frustration into genuine appreciation.”
For Subhankar, the sequence is important. Customers need to feel that their concerns are understood before they can place their confidence in a proposed resolution.
His approach combines active listening, empathy and acknowledgment of the customer’s experience with clear, practical solutions. Even when conversations become difficult, he makes a conscious effort to remain polite, reassuring and focused on resolving the issue without unnecessary delays.
It is a reminder that good customer service is not always about having an immediate answer. Sometimes, it begins with giving someone the assurance that they are being heard.
The open road, an early start and a cup of tea
Away from the operations floor, Subhankar has another place where he feels entirely at ease: the open road.
A self-confessed morning person, he enjoys setting off early on his motorcycle for long highway rides. Motorcycle touring, traveling and exploring unfamiliar places are among his favorite ways to spend his free time. Music accompanies many of these journeys, usually in the form of calm playlists that suit the rhythm of the ride.
For him, the appeal lies as much in the experience as in the destination. The quiet of an early morning, the freedom of an open highway and the excitement of discovering somewhere new make every ride worth looking forward to. Planning the next trip is almost a hobby in itself.
“Early mornings, an open road, a peaceful ride, and a hot cup of tea. Sometimes, the simplest things make the best days.”
After a long ride or a demanding shift, a fresh cup accompanied by light snacks is his idea of comfort. Sometimes, simply sitting down with tea and planning the next adventure is enough to lift his mood.
The enthusiasm for exploration extends beyond travel. Discovering new places keeps him motivated, while the opportunity to help people, whether at work or in everyday life, gives him a different kind of satisfaction.
If his workday had a theme song, he imagines it would capture the same qualities he brings to his life: steadiness, focus and a sense of adventure.
One more conversation?
Ask Subhankar what Fusion CX means to him, and he talks about continuous learning, professional growth and collaboration. It is an environment where his contributions as an SME are valued, where knowledge is shared, and where his work has a tangible impact on the people around him.
He also has a rather amusing picture of himself solving complex customer queries while wearing a full motorcycle helmet. It is an image that says something about his sense of humor, too. He takes his responsibilities seriously, but does not feel the need to take himself too seriously.
Perhaps that is what makes his standing invitation so fitting.
Whether you need help working through a complicated query, want to exchange a travel story or are simply curious about a good motorcycle route, Subhankar is happy to make time for a conversation.
Preferably over tea.
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