About the job
At Skydropx, we are transforming logistics through the dedication and vision of our remarkable team, eager to innovate and make a positive impact on the world.
Join us to develop your career in a dynamic, ambitious, and multicultural work environment.
Your challenges in the team will include:
Proactive Case Management
Understand all processes, systems, and tools within the MX Support area.
Effectively and efficiently resolve customer inquiries and issues through various contact channels, enhancing their experience.
Keep customers informed about updates, changes, and best practices in accordance with established SLAs.
Document any reports or requests received from customers, guiding them for future interactions.
Proficiency in Tools
Respond to tickets via our CRM, Hubspot, accurately categorizing each case and filling out required properties.
Utilize all provided tools for the effective management of daily tasks (Hubspot, Timedoctor, Skydropx platform, Slack, Gmail, etc.).
Maintain workflows, automations, and rules within HubSpot to enhance operational efficiency.
Effective Communication
Address any inquiries or cases raised by our clients.
Reassign cases in the Pipeline that require escalation to our partners or internal departments (Finance, Tech, Partnership, Product, etc.).
Assess the severity and complexity of cases and escalate to supervisors when necessary.
Demonstrate a sense of urgency for critical cases, ensuring prompt and efficient resolutions.
Monitoring Performance Indicators
Meet the performance indicators established by the department (First response time, resolution time, CSAT, quality, productivity).
Achieve the KPIs defined in the company’s operational goals.
