Remote Customer Advocate

WHAT IS YOUR ROLE

As a Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner. Our Customer Support team plays a critical role, from the very beginning of their journey in helping select the perfect car seat or at the end when a loved one is trying to send a gift and tracking the order. This can be over email or chat- we go where the customer is!

WHAT WILL YOU DO

• Engage directly with customers who contact us for a variety of topics
• Research and problem-solve to determine appropriate solutions for the customer and follow up as needed to resolve issues
• Follow processes and policies to best help customers and work with other teams
• Participate in recurring shift huddles, CS Team meetings, virtual CS Team events, and one-on-one meetings with your manager
• Communicate regularly with your team in Slack to ensure sufficient coverage for customers and to connect with your teammates
• Operate with understanding, active listening, patience, empathy, and kindness to customers and Team Members alike
• Go above and beyond to “Wow” our customers
• Operate with a willingness to learn - share feedback, get feedback

YOU HAVE…

• 0-6 months of customer service experience (may it be email, phone, or chat support)

• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications

• Excellent reading comprehension, verbal, and written communication skills

• Strong and effective phone contact handling skills

• An ability to understand and communicate complex ideas to customers, both verbally and in written form

• Aptitude to quickly learn and navigate new technology, systems, and applications

• Ability to accept feedback gracefully and with an open mind

• Intermediate understanding of common Customer Experience best practices

• Customer orientation and ability to adapt/respond to different types of characters

• Work From Home

• Training & Development

• Mental Health Program

• Philhealth Coverage