Senior Customer Advocate

A LITTLE BIT ABOUT Boldr

• 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 Sr. Customer Advocate, you will be responsible for interacting with clients, customers and technicians to address and resolve inquiries regarding the clients’ products, platform and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide customer service in a timely and professional manner. 

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.
• You provide customers with assistance with booking orders on the platform, account related issues such as booking details, service questions, payment issues and service quality issues.
• Respond to customer inquiries about service offerings, recommending appropriate services based on their needs.
• Provide high-level support in addressing customers’ and vendors’ issues and concerns promptly.
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
• Proactively identify opportunities to upsell customers on additional services over the phone and across communication platforms.
• Communicate with vendors about service and quality matters to ensure a seamless experience for all stakeholders.
• You are expected to deliver service excellence and maximize customer satisfaction.
• Work with the external team to stay updated on product and service knowledge.
• Other duties may be assigned.

Requirements

 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).
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Excellent reading comprehension, verbal, and written communication skills.
• Excellent and effective phone contact handling skills.
• An ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Ability to manage real-time situations under pressure.
• Knowledge and experience with Zendesk is a plus but not required.
• High attention to detail and strong organizational skills
• 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.

Benefits

• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development
• Mental Health Program
• Philhealth Coverage