Key Responsibilities:

• 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.

Experience and Expertise

• Experience: 3-5 years in Customer Service, Customer Success, or Account Management, with a strong background in handling escalations, resolving complex customer issues, and fostering long-term customer relationships.
• Minimum of 1 year experience working in a two-sided marketplace.
• Excellent verbal and written communication skills, including de-escalation techniques.
• Proven ability to manage high-volume ticket-based and transactional workflows, with a focus on efficiency, accuracy, and timely resolution.
• Strong analytical and problem-solving abilities.
• Experience working with VIP and enterprise customers, providing high-touch support.
• Ability to remain calm and professional under pressure, in a high-velocity and sometimes stressful environment.
• Strong sense of ownership and the ability to make independent decisions that align with dynamic priorities and core company values.
• Exceptional attention to detail and organizational skills.
• Customer-focused mindset with a commitment to providing exceptional service.
• Ability to work independently and as part of a team.
• Strong interpersonal skills and the ability to build rapport with customers.
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.

Recruiting Process

• Step 1 - Video call: Talent Acquisition
• Step 2 - Video call: Interview with Hiring Manager
• Step 3 - Video call: Final Interview
• Step 4 - Offer & background check
• Welcome aboard!

Originally posted on Himalayas