Customer Service Specialist

Designation: Customer Experience Tier 1

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 crossfunctional 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.

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Benefis

• 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.