Senior Customer Advocate

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships, we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Senior 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 customer service in a timely and professional manner.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Efficiently handle incoming calls, emails, and other communication channels (including Slack).
• Record and maintain detailed client information; ensure excellent client relations and problem resolution.
• Schedule and coordinate visits with nurses, ensuring accurate and timely appointments.
• Update paperwork, maintain records, and perform data entry using tools like Google Sheets, Excel, and internal databases.
• Payment processing by collecting payments via platforms such as Stripe and ensuring accurate record-keeping.
• Assist with coordinating events and special initiatives as needed.
• Monitor and maintain supply inventory.
• Utilize multiple screens and perform tasks with high accuracy and efficiency.
• 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.
• You are expected to deliver service excellence and maximize customer satisfaction.
• Work with the external team to stay updated on product and service knowledge.

WHAT WE’LL LIKE ABOUT YOU YOU ARE…

• Curious and authentic, just like us #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details
• Detail-oriented with the ability to manage multiple priorities simultaneously.
• Passionate about client satisfaction

YOU HAVE…

• At least a bachelor’s degree in any field you’re passionate about
• Proven experience in office administration, customer service, or related fields (may it be email, phone, or chat support).
• Proficient in using Google Workspace (Google Drive, Google Sheets, Google Docs) and other office tool applications.
• Fluent in English with excellent reading comprehension, verbal, and written communication skills.
• Experience in call center environments and sales is highly valued.
• An ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Familiarity with payment processing platforms (e.g., Stripe) and tech tools.
• Aptitude to quickly learn and navigate new technology, systems, and applications.
• Intermediate understanding of common Customer Experience best practices.

PREFERRED SKILLS…

• Background in sales and client relations.
• Prompt and punctual, with the ability to meet deadlines.
• Comfortable with collaboration tools (e.g., Slack).
• Quick typing skills and experience managing tasks across multiple screens.

SCHEDULE REQUIREMENTS

• Full-time: 8 hour shifts
• Monday - Friday with rotating weekends as needed

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