Senior Customer Experience Advocate

Boldr; Cape Town; Hybrid; ZAR 420,000 - 520,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate to provide timely, professional support across multiple channels for our clients. You will investigate and resolve issues, process orders and account updates, and maintain high standards of service in every interaction.

Based in Cape Town with a hybrid work setup, you will collaborate with internal teams to ensure accurate information and effective resolutions while delivering an outstanding customer experience and continuous improvement opportunities.

Qualifications

• Bachelor’s degree in any field.
• 2-3 years of customer service across email, phone, or chat.
• Basic knowledge of cloud-based apps (Google Drive/Sheets/Docs) and MS Office.
• Excellent reading, verbal, and written communication skills.
• Ability to explain complex ideas clearly to customers.
• Experience with a CRM or ticketing platform (Gorgias) is an advantage.
• Familiarity with eCommerce or logistics platforms such as Shopify, Flexport, or Atlassian is an advantage.
• Able to learn quickly and adapt to new technology and processes.

Responsibilities

• Interact with customers to provide accurate, empathetic, and professional information.
• Manage tickets, troubleshooting, escalations, and investigations with proper documentation.
• Track problems, prioritise issues, and ensure timely resolution.
• Research and resolve order-related queries across platforms for accurate resolutions.
• Process customer account and order updates including address changes.
• Escalate issues timely to meet internal and external expectations.
• Identify opportunities for continuous process improvement.
• Deliver service excellence and maximize customer satisfaction.
• Collaborate with external teams to stay updated on product knowledge.

Skills

Customer service

Communication

Analytical thinking

Attention to detail

Education

Bachelor’s degree

Tools

Gorgias

Shopify

Google Workspace

Job description

Boldr is seeking a Senior Customer Advocate to provide timely, professional support across multiple channels for our clients. You will investigate and resolve issues, process orders and account updates, and maintain high standards of service in every interaction.

Based in Cape Town with a hybrid work setup, you will collaborate with internal teams to ensure accurate information and effective resolutions while delivering an outstanding customer experience and continuous improvement opportunities.