• Serve as the primary contact for our current parents and students, providing timely and professional support via chat, email, WeChat, and phone. • Respond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communication. • Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved. • Guide customer through the learning journey and help ensure students receive a smooth and positive learning experience. • Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience. • Maintain a high standard of service quality, empathy, and professionalism in every interaction. • Contribute to customer success initiatives, operational improvements, and user-experience optimization projects.

• Serve as the primary contact for our current parents and students, providing timely and professional support via chat, email, WeChat, and phone. • Respond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communication. • Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved. • Guide customer through the learning journey and help ensure students receive a smooth and positive learning experience. • Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience. • Maintain a high standard of service quality, empathy, and professionalism in every interaction. • Contribute to customer success initiatives, operational improvements, and user-experience optimization projects.

• 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.

• Serve as the primary point of contact for customers, delivering outstanding service and support • Build and maintain strong relationships to ensure customer satisfaction and loyalty • Respond to inquiries and resolve customer issues promptly and efficiently • Provide detailed product information, including pricing, availability, and order status • Monitor and track customer orders to ensure timely and accurate delivery • Keep customer accounts updated and maintain thorough records • Collaborate with internal teams, including sales, marketing, and operations, to optimize the customer experience • Gather and communicate customer feedback to contribute to continuous improvement initiatives • Assist with administrative tasks such as data entry and reporting