• 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

Role Description Wij werven namens Cross Border Talents en zoeken Nederlands-sprekende klantenservice medewerkers die willen werken in het bruisende hart van Athene! In deze rol bied je klanten ondersteuning via telefoon, e-mail en chat, beantwoord je vragen en zorg je voor een uitstekende service, allemaal terwijl je geniet van het mediterrane leven. Qualifications - Vloeiend Nederlands en Engels (B2) - Basis computervaardigheden - Klantgerichte houding en sterke communicatieve vaardigheden - Bereid om deze maand naar Athene te verhuizen of remote te starten Benefits - Salaris: 1.200 - 1.500 per 14 maanden, afhankelijk van het project + maandelijkse prestatiebonus van 10-15% - Legale toeslagen & competitieve beloning: - Nachturen (22:00-06:00) +25% - Zondagen en feestdagen +75% op basisuurloon - Flexibele roterende shifts: Maandag-vrijdag of maandag-zondag, afhankelijk van het project, met 2 vrije dagen per week - Relocatie: 2 weken hotelaccommodatie + vliegticket (binnen de EU) + airport pickup, plus hulp bij het vinden van geschikte accommodatie volgens salaris - Real estate support: Wij koppelen je aan betrouwbare partners om een perfect appartement te vinden tegen een eerlijke huurprijs - Papierwerkondersteuning: Hulp bij bankrekening, verzekeringen en overige formaliteiten - Training: Volledige betaalde opleiding door gecertificeerde trainers - Extra voordelen: Ziektekostenverzekering, moderne werkplek (voor onsite), gratis online Griekse taalcursussen - Carrièremogelijkheden: Doorgroeimogelijkheden tot teamleider of supervisor binnen ons internationale team Company Description

• Assist customers via phone, email, and chat by guiding them through product processes and resolving issues efficiently. • Provide feedback to improve support materials, tools, and processes. • De-escalate distressed customers and ensure timely, effective resolutions. • Deliver clear, professional communication with strong comprehension and problem-solving skills. • Work collaboratively with teammates and leadership, remaining open to coaching and feedback. • Advocate for customers by sharing insights to improve products and services. • Use available tools and resources to enhance customer experience and meet performance goals. • Stay accountable for personal growth, training, and continuous improvement. • Adhere to schedules, policies, and performance expectations, ensuring efficient call management and service delivery. • Foster a positive, solutions-oriented work environment by providing feedback and recognizing team achievements. • Align daily work with company values, engagement initiatives, and a culture of collaboration and celebration.