Customer Advocate (Project-based)

Boldr; Tacloban; On-site; PHP 201,000 - 268,000; Full time

Job summary

Boldr is seeking a Customer Advocate in the Philippines to interact with customers, resolve inquiries, and handle complaints with professionalism and empathy. You will collaborate with internal and external teams to ensure timely support, accurate information, and high customer satisfaction across channels.

The role emphasizes problem tracking, escalation when needed, and continual process improvement while staying aligned with Boldr's values of authenticity, curiosity, and dynamism.

Qualifications

• 6 months to 1 year of customer service experience (email, phone, or chat).
• Familiarity with cloud-based apps (Google Drive, Sheets, Docs) and MS Office.
• Excellent reading, verbal, and written communication skills.
• Strong phone contact handling skills.
• Ability to understand and communicate complex ideas to customers, both verbally and in writing.
• Aptitude to quickly learn and navigate new technology.

Responsibilities

• Interact with customers to provide accurate information with empathy and professionalism.
• Track and document issues, prioritizing, tracking, and resolving them.
• Escalate issues promptly to meet internal and external expectations.
• Identify opportunities for process improvement.
• Deliver service excellence and maximize customer satisfaction.
• Stay updated on product and service knowledge with the external team.

Skills

Customer service

Communication

Phone handling

Problem tracking

Empathy

Adaptability

Customer Experience

Tools

Google Drive

Google Sheets

Google Docs

MS Office

Job description

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 around the world.
• 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 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.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in 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 DOInteract 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 documented, prioritized, 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 service and 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…

• 6 months to 1 year 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