Senior SaaS CX Advocate

Hammerjack Pty Ltd; Philippines; On-site; PHP 400,000 - 520,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate in the Philippines to interact with customers, respond to inquiries, resolve complaints, and support 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.

Positions available are permanent full-time or temporary project-based engagements.

Qualifications

• 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.

Responsibilities

• 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

Skills

Curiosity

Authenticity

Analytical thinking

Customer satisfaction

Empathy under pressure

Education

Bachelor's degree (preferred)

Tools

Intercom CRM

Job description

Boldr is seeking a Senior Customer Advocate in the Philippines to interact with customers, respond to inquiries, resolve complaints, and support 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.

Positions available are permanent full-time or temporary project-based engagements.