Senior Customer Advocate (Pooling)

Boldr; Tacloban; Hybrid; PHP 279,000 - 558,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate to deliver timely and professional support to customers across inquiries and channels. You will work closely with internal teams to investigate and resolve customer issues, process orders and account updates, and ensure every interaction reflects the standard of service our client is committed to.

Your role is an important part of the day-to-day customer experience, and your attention to detail, reliability, and willingness to learn will be key to your

Qualifications

• Curious and authentic, just like us.
• Analytical and critical thinker with attention to detail.
• Strong client-satisfaction mindset.

Responsibilities

• Interact with customers to provide accurate, empathetic information across channels.
• Manage customer tickets, troubleshooting, escalations, and investigations with proper documentation.
• Prioritize, track, and resolve issues; research order-related queries.
• Process account and order updates including address and contact changes accurately.
• Escalate issues timely to meet internal and external expectations.
• Identify opportunities for process improvement and service excellence.
• Stay updated on product knowledge and collaborate with external teams.

Skills

Curious

Authentic

Analytical thinking

Attention to detail

Communication skills

Education

Bachelor's degree

Tools

Gorgias CRM

Google Drive/Sheets/Docs

MS Office

Job description

• 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 delivering timely and professional support to customers across a range of inquiries and channels. You will work closely with internal teams to investigate and resolve customer issues, process orders and account updates, and ensure every interaction reflects the standard of service our client is committed to. Your role is an important part of the day-to-day customer experience, and your attention to detail, reliability, and willingness to learn will be key to your success.

Please note: We're currently pooling for highly qualified candidates with ecommerce experience. The role is open for full time/regular and project-based contracts.

Opportunity Overview

Office Locations:

Work Set-up: Hybrid

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
• Manage customer tickets, troubleshooting, escalations and investigation, ensuring accurate handling, timely responses, and proper documentation across all interactions
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved
• Research and resolve order-related queries across platforms to provide accurate and complete customer resolutions
• Process customer account and order updates including address and contact changes accurately and in a timely manner
• 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
• Passionate about client satisfaction

YOU HAVE...

• At least a bachelor's degree in any field you're passionate about!
• 2-3 years of customer service experience (may it be email, phone, or chat support)
• Previous experience in customer service
• 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
• An ability to understand and communicate complex ideas to customers, both verbally and in written form
• Experience with a CRM or ticketing platform (e.g. Gorgias) is an advantage
• Familiarity with eCommerce or logistics platforms such as Shopify, Flexport, or Atlassian is an advantage
• Aptitude to quickly learn and navigate new technology, systems, and applications
• The 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