Customer Experience Tier 1

7 days ago

Vadodara, Gujarat, India flydocs Full time ₹ 4,00,000 - ₹ 8,00,000 per year
  • 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.
  • 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.
  • 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.
  • 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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