Customer Experience Tier 1

This is a remote position.

Customer Experience Tier 1
Hybrid role: Travel may be required as per business needs.
1. Customer Interaction & Issue Resolution
•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.

2. Escalation & Collaboration
•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.

3. Customer Experience & Service Excellence
•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.

4. Knowledge Management & Continuous Learning
•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


Essential Skills:

• 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.
  

Preferred Skills

• 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