Responsibilities
- Address escalated customer issues forwarded by Customer Success, Support, or Operations teams
- Examine complicated matters involving service delivery, invoicing, performance, or regulatory compliance
- Interact with clients in a professional manner to understand concerns, set expectations, and deliver solutions
- Record case details, investigation outcomes, and resolution steps precisely in internal databases
- Suggest operational adjustments and procedural enhancements to reduce recurrence of problems
- Verify all resolutions comply with organizational guidelines, contractual terms, and service-level agreements
- Track resolution progress and ensure timely closure within defined service level commitments
- Refer critical or delicate matters to leadership when appropriate
