Tech Support Advocate T1

Summary

Join Boldr as a Sr. Customer Advocate and interact with customers to address inquiries and resolve complaints regarding products and services. Collaborate with internal and external teams to provide timely and professional customer service. You will process accurate information with empathy and professionalism, track and resolve issues, and identify opportunities for process improvement. Deliver service excellence and maximize customer satisfaction while working with external teams to stay updated on product knowledge. We seek curious, authentic, analytical individuals passionate about client satisfaction and possessing relevant experience.

Requirements

• At least a bachelor’s degree in any field
• 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, and 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

Responsibilities

• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer satisfaction
• Work with the external team to stay updated on product and service knowledge

Preferred Qualifications

• Knowledge and experience with Gorgias CRM
• 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
• Customer orientation and ability to adapt/respond to different types of characters

Benefits

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