Senior Customer Advocate (For Pooling)

Boldr; Tacloban; On-site; PHP 279,000 - 390,600; Full time

Job summary

Boldr is seeking a Senior Customer Advocate to provide exceptional customer support and enhance the customer experience. You will handle inquiries through various communication channels and ensure customer satisfaction through effective problem-solving and collaboration.

The ideal candidate will have strong customer service experience, particularly in E-commerce or digital environments, along with great communication skills. This role is essential for maintaining strong customer relationships and driving continuous improvement.

Qualifications

• 3 years of customer support experience, preferably from an E-commerce or digital CX environment.
• Previous experience supporting SaaS products.
• Strong phone contact handling skills.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Handle customer concerns by offering appropriate solutions.
• Maintain detailed documentation of customer interactions.

Skills

Customer satisfaction

Analytical skills

Active listening

Problem-solving

Multitasking

Collaboration

Communication skills

Education

Bachelor's degree in any field

Tools

Intercom CRM

Google Workspace

MS Office applications

Job description

WHAT IS YOUR ROLE

As a Senior Customer Advocate, you will be responsible for interacting with customers to provide information in response to inquiries about products and services, handling and resolving complaints, and supporting account or subscription changes. You will collaborate with internal and external teams to ensure timely, accurate, and professional customer care while delivering a high standard of customer experience.

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

• Respond to customer inquiries via phone, email, and chat with empathy, accuracy, and professionalism.
• Provide accurate, valid, and complete information using available tools and resources.
• Handle customer concerns by offering appropriate solutions and alternatives within established guidelines, ensuring resolution.
• Perform problem tracking to ensure issues are properly prioritized, documented, tracked, and resolved.
• Ensure proper and timely escalation of unresolved or complex issues to internal teams or supervisors.
• Maintain detailed documentation of customer interactions, transactions, comments, and complaints.
• Stay updated on product and service knowledge to effectively assist customers.
• Provide information regarding product features, pricing, availability, and subscription or account changes.
• Identify opportunities for continuous process improvement.
• Deliver service excellence and maximize customer satisfaction.
• Collaborate with external and internal teams to remain aligned on product updates and service standards.

WHAT WE’LL LIKE ABOUT YOU

• Curious and authentic, just like us!
• Analytical, detail-oriented, and solution-focused.
• Passionate about customer satisfaction.
• Patient, empathetic, and calm under pressure.
• A collaborative team player with a positive attitude.

YOU HAVE

• A bachelor’s degree in any field (preferred).
• 3 years of customer support experience (email, chat, or phone), preferably from an E-commerce or digital CX environment.
• Previous experience supporting SaaS products.
• Strong phone contact handling skills and active listening ability.
• Excellent verbal, written, and presentation communication skills.
• Ability to multitask, prioritize, and manage time effectively.
• Strong customer orientation with the ability to adapt to different types of customers.
• Basic knowledge of Google Workspace and MS Office applications.
• Ability to understand and communicate complex ideas clearly to customers.
• An aptitude to quickly learn new systems and tools.
• Openness to feedback and continuous improvement.
• Intermediate understanding of common Customer Experience best practices.
• Experience with Intercom CRM is a plus.