• Manage Complex Escalations: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Serve as the primary point of contact for complex issues that require higher-level attention. • Customer and Vendor Interaction: Communicate directly with customers and vendors via phone, email, and chat to understand their concerns, provide solutions, and maintain a positive relationship. • Customer Success Management: Support VIP and enterprise customers by proactively managing their requests, ensuring a seamless experience, and addressing their specific needs with a high level of service. • Problem-Solving: Analyze customer issues, identify root causes, and implement appropriate solutions. Work collaboratively with internal departments to quickly address and resolve underlying problems. • Proactive Customer Engagement: Identify opportunities to improve customer experience by anticipating needs, offering solutions, and providing proactive communication. • Documentation: Accurately document all customer interactions, resolutions, and follow-up actions in CharterUP’s proprietary software system. Maintain detailed records for reference and reporting. • Continuous Improvement: Identify trends in customer feedback and recommend improvements to processes, policies, and products. • Training and Support: Provide guidance and support to junior customer service representatives in handling difficult situations. Assist in training sessions to improve team skills and knowledge. • Performance Metrics: Monitor and report on key performance indicators (KPIs) related to escalation handling, including response times, resolution rates, and customer satisfaction scores. • Escalation Procedures: Adhere to established escalation protocols and guidelines. Ensure all escalations are handled per company policies and procedures.