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

Skills Required