Senior Customer Experience Advocate

Boldr; Pasig; On-site; PHP 446,000 - 725,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate to deliver timely, professional support across multiple channels. You will work with internal teams to investigate and resolve customer issues, process orders and account updates, and uphold the client’s service standards.

Ideal candidates have a bachelor’s degree, 2–3 years in customer service, and strong communication skills. A familiarity with cloud-based tools and a CRM like Gorgias is a plus; the role requires learning and adapting quickly within

Qualifications

• Bachelor’s degree in any field.
• 2–3 years 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, and verbal, and written communication skills.
• An ability to understand and communicate complex ideas to customers, both verbally and in written form.

Responsibilities

• 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.

Skills

Customer service experience

Communication skills

Verbal communication

Written communication

Reading comprehension

Empathy

Attention to detail

Education

Bachelor's degree (any field)

Tools

Gorgias (CRM)

Shopify

Flexport

Atlassian

Google Drive/Sheets/Docs

Microsoft Office

Job description

Boldr is seeking a Senior Customer Advocate to deliver timely, professional support across multiple channels. You will work with internal teams to investigate and resolve customer issues, process orders and account updates, and uphold the client’s service standards.

Ideal candidates have a bachelor’s degree, 2–3 years in customer service, and strong communication skills. A familiarity with cloud-based tools and a CRM like Gorgias is a plus; the role requires learning and adapting quickly within