Senior Client Experience Champion

Boldr Impact; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate to deliver timely and professional support across inquiries and channels. You will work with internal teams to investigate and resolve customer issues, process orders and account updates, and ensure interactions reflect Boldr's service standards.

In this role you will interact with customers, manage tickets, troubleshoot, escalate when needed, and contribute to continuous process improvements while maintaining attention to detail and a customer‑centred

Qualifications

• Bachelor's degree required.
• 2–3 years of customer service experience (email, phone, or chat).
• Familiarity with cloud-based apps (Google Suite) and MS Office.

Responsibilities

• Interact with customers to provide accurate information with empathy and professionalism.
• Manage customer tickets, troubleshooting, escalations, and investigations with proper documentation.
• Perform problem tracking and ensure issues are prioritized, documented, tracked, and resolved.
• Research and resolve order-related queries across platforms for accurate resolutions.
• Process customer account and order updates including address and contact changes.
• Escalate issues timely to meet internal and external expectations.
• Identify opportunities for continuous process improvement.
• Deliver service excellence and maximize customer satisfaction.
• Work with external teams to stay updated on product and service knowledge.

Skills

Customer service

Communication

Analytical thinking

Education

Bachelor's degree

Tools

Gorgias

Google Drive

Google Sheets

Google Docs

MS Office

Shopify

Flexport

Atlassian

Job description

Boldr is seeking a Senior Customer Advocate to deliver timely and professional support across inquiries and channels. You will work with internal teams to investigate and resolve customer issues, process orders and account updates, and ensure interactions reflect Boldr's service standards.

In this role you will interact with customers, manage tickets, troubleshoot, escalate when needed, and contribute to continuous process improvements while maintaining attention to detail and a customer‑centred