Senior Customer Experience Advocate - Hybrid

Boldr Impact; Cape Town; Hybrid; ZAR 180,000 - 240,000; Full time

Job summary

Boldr is seeking a Senior Customer Advocate to provide timely, professional support to customers across channels. You will investigate issues with internal teams, process orders and updates, and ensure every interaction reflects Boldr's service standards.

The role emphasizes empathy, reliability, and a learning mindset to drive customer satisfaction within a hybrid Cape Town office environment.

Qualifications

• Bachelor's degree in any field
• 2-3 years of customer service experience
• Experience with CRM or ticketing platforms is an advantage

Responsibilities

• Interact with customers to provide and process accurate information with empathy and professionalism
• Manage customer tickets, troubleshooting, escalations and investigations with proper documentation
• Track and prioritize issues to ensure timely resolution
• Research and resolve order-related queries across platforms for accurate resolutions
• Process customer account and order updates including address and contact changes
• Escalate issues to meet internal and external expectations promptly
• Identify opportunities for continuous process improvement
• Deliver service excellence and maximize customer satisfaction

Skills

Analytical thinking

Customer focus

Communication skills

Education

Bachelor's degree

Tools

Gorgias

Shopify

Atlassian

Google Workspace

MS Office

Job description

Boldr is seeking a Senior Customer Advocate to provide timely, professional support to customers across channels. You will investigate issues with internal teams, process orders and updates, and ensure every interaction reflects Boldr's service standards.

The role emphasizes empathy, reliability, and a learning mindset to drive customer satisfaction within a hybrid Cape Town office environment.