Senior Customer Advocate
2 weeks ago
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 to handle the needs of the customer and 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
- Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
- Conduct customer consultation calls, tech troubleshooting, escalations, and investigations.
- 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.
- Support, replicate, flag, and update information on high-impact issues (e.g., LS down, tools down), assisting with the investigation process.
- Assist with and take over difficult/tricky product tickets as needed, including handling phone calls and screen-sharing sessions with NOS for complex cases.
- Check live streams on a schedule to ensure they are functioning correctly and flag any potential issues.
- Shadow/reverse shadow newbies for product knowledge and act as a buddy to help bridge the gap between agents and TLs during training.
- 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.
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
- Passionate about client satisfaction
YOU HAVE…
- At least a bachelor’s degree in any field you’re passionate about
- 3 years of customer service experience (may it be email, phone, or chat support).
- Previous experience supporting SaaS products.
- 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.
BENEFITS
- Private Health Insurance
- Paid Time Off
- Training & Development
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