Customer Experience, Tier 1

Job Description: • Serve as the initial contact for customer queries via email, chat, or phone. • Understand customer concerns and provide prompt responses using knowledge base and standard operating procedures. • Troubleshoot common product issues, guiding customers through basic resolutions. • Accurately log customer interactions and issues in hubspot. • Identify and escalate complex issues to Tier 2 when needed. • Work closely with cross-functional teams, including Technical Support and Product teams, to ensure customer concerns are addressed efficiently. • Follow up on unresolved customer cases, ensuring timely resolution and customer satisfaction. • Maintain a high level of professionalism and empathy in all interactions. • Ensure compliance with SLAs (Service Level Agreements) for response and resolution times. • Gather customer feedback and provide insights to improve product usability and support processes. • Stay updated with flydocs product updates, new features, and system changes. • Contribute to internal knowledge bases and FAQs to improve first-contact resolution. • Participate in training sessions and skill enhancement programs. Requirements: • Customer Service Excellence: Strong communication and interpersonal skills to engage with customers effectively. • Technical Aptitude: Basic understanding of SaaS applications, troubleshooting, and ticketing tools. • Problem-Solving: Ability to analyze customer concerns and provide logical solutions. • Time Management: Ability to handle multiple queries efficiently while meeting SLAs. • flydocs platform • Experience in the aviation or SaaS industry is a plus. • Familiarity with CRM tools. • Basic understanding of data handling and reporting. Benefits: • Generous leave policy, 25 annual leaves, 7 sick leaves plus maternity & paternity options. • Inclusive medical insurance, For you, plus your spouse and up to two children. • Group personal accident policy. • Employee Assistance Program (EAP) and telehealth. • Term life insurance. • Empowerment through ownership. • Global networking opportunities Apply tot his job