Job
Description
As a Customer Experience Tier 1 at our company, your role will involve providing exceptional service to our customers through various communication channels such as email, chat, and phone. You will be responsible for understanding customer concerns, resolving issues using our knowledge base and standard procedures, and accurately documenting interactions in hubspot. Your key responsibilities will include: - Serve as the initial point of contact for customer queries - Troubleshoot common product issues and guide customers through resolutions - Escalate complex issues to Tier 2 when necessary - Collaborate with crossfunctional teams to address customer concerns efficiently - Maintain professionalism and empathy in all interactions - Ensure compliance with SLAs for response and resolution times - Gather customer feedback to improve product usability and support processes - Stay updated with product updates, new features, and system changes - Contribute to internal knowledge bases to enhance first-contact resolution - Participate in training sessions and skill enhancement programs To excel in this role, you should possess the following qualifications: 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 and meet SLAs Preferred Skills: - Familiarity with the flydocs platform - Experience in the aviation or SaaS industry (preferred) - Knowledge of CRM tools - Basic understanding of data handling and reporting In addition to a challenging and rewarding work environment, we offer a range of benefits to our employees, including: - Generous leave policy with 25 annual leaves, 7 sick leaves, and maternity/paternity options - Inclusive medical insurance for you, your spouse, and up to two children - Group personal accident policy - Employee Assistance Program (EAP) and telehealth services - Term life insurance - Ownership empowerment - Global networking opportunities Join our team and contribute to providing outstanding customer experiences while enhancing your skills and knowledge in the process. As a Customer Experience Tier 1 at our company, your role will involve providing exceptional service to our customers through various communication channels such as email, chat, and phone. You will be responsible for understanding customer concerns, resolving issues using our knowledge base and standard procedures, and accurately documenting interactions in hubspot. Your key responsibilities will include: - Serve as the initial point of contact for customer queries - Troubleshoot common product issues and guide customers through resolutions - Escalate complex issues to Tier 2 when necessary - Collaborate with crossfunctional teams to address customer concerns efficiently - Maintain professionalism and empathy in all interactions - Ensure compliance with SLAs for response and resolution times - Gather customer feedback to improve product usability and support processes - Stay updated with product updates, new features, and system changes - Contribute to internal knowledge bases to enhance first-contact resolution - Participate in training sessions and skill enhancement programs To excel in this role, you should possess the following qualifications: 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 and meet SLAs Preferred Skills: - Familiarity with the flydocs platform - Experience in the aviation or SaaS industry (preferred) - Knowledge of CRM tools - Basic understanding of data handling and reporting In addition to a challenging and rewarding work environment, we offer a range of benefits to our employees, including: - Generous leave policy with 25 annual leaves, 7 sick leaves, and maternity/paternity options - Inclusive medical insurance for you, your spouse, and up to two children - Group personal accident policy - Employee Assistance Program (EAP) and telehealth services - Term life insurance - Ownership empowerment - Global networking opportunities Join our team and contribute to providing outstanding customer experiences while enhancing your skills and knowledge in the process.
