Customer Service Specialist

Role Overview: As a Customer Experience Tier 1 at our company, your primary responsibility is to interact with customers and resolve their issues effectively. You will be the initial contact point for customer queries and will play a crucial role in ensuring customer satisfaction through timely responses and resolutions. Key Responsibilities: - 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 crossfunctional 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 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. Qualifications Required: Essential Skills: - Strong communication and interpersonal skills for effective customer engagement. - Basic understanding of SaaS applications, troubleshooting, and ticketing tools. - Ability to analyze customer concerns and provide logical solutions. - Efficient time management skills to handle multiple queries while meeting SLAs. Preferred Skills: - Familiarity with flydocs platform. - Experience in the aviation or SaaS industry is a plus. - Knowledge of CRM tools. - Basic understanding of data handling and reporting. Please note that the job also offers generous benefits including a generous leave policy, inclusive medical insurance, group personal accident policy, employee assistance program, term life insurance, empowerment through ownership, and global networking opportunities.,