Senior Customer Advocate

Summary

Join Boldr, a global B-Corp dedicated to delivering world-class client experiences, as a Sr. Customer Advocate! You will be responsible for interacting with clients, customers, and technicians to resolve inquiries regarding products, platforms, and services. This role involves collaborating with internal and external teams to provide timely and professional customer service. We seek impact-driven individuals passionate about Boldr's growth and purpose. You will interact with customers, process information, assist with booking orders, address account issues, and provide high-level support. Proactive upselling and communication with vendors are also key responsibilities. Success requires excellent communication, problem-solving, and customer service skills.

Requirements

• At least a bachelor’s degree in any field you’re passionate about!
• 2 - 3 years 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
• Excellent and effective phone contact handling skills
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Ability to manage real-time situations under pressure
• High attention to detail and strong organizational skills
• Aptitude to quickly learn and navigate new technology, systems, and applications
• The ability to accept feedback gracefully and with an open mind
• Intermediate understanding of common Customer Experience best practices

Responsibilities

• Interact with clients, customers and technicians to address and resolve inquiries regarding the clients’ products, platform and services
• Collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner
• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Provide customers with assistance with booking orders on the platform, account related issues such as booking details, service questions, payment issues and service quality issues
• Respond to customer inquiries about service offerings, recommending appropriate services based on their needs
• Provide high-level support in addressing customers’ and vendors' issues and concerns promptly
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved
• Proactively identify opportunities to upsell customers on additional services over the phone and across communication platforms
• Communicate with vendors about service and quality matters to ensure a seamless experience for all stakeholders
• Deliver service excellence and maximize customer satisfaction
• Work with the external team to stay updated on product and service knowledge
• Other duties may be assigned

Preferred Qualifications

Knowledge and experience with Zendesk is a plus but not required

Benefits

• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development
• Mental Health Program
• Philhealth Coverage