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Customer Experience Tier 1

Customer Experience Tier 1

flydocsvadodara, India
2 days ago
Job description

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
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    Customer Experience • vadodara, India