Senior Customer Advocate

Description

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 Senior Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products 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.
• Take on challenging or upset customer tickets when pulled from the queue.
• Resolve or de-escalate using clear, calm language.
• Act as the "first line of defense" for issue triage. Verify scope, collect details, and route to the right owner with context. Escalate to leadership only when needed.
• Check the queue daily for spam, duplicates, and noise. Close or merge with correct tags.
• Spot-check teammates’ tickets for adherence to procedure and macro. Suggest fixes in-thread and log patterns for coaching.
• Close out orders, cancel orders, push replacements/reships, and send proactive customer emails.
• Run clean-ups for unsynced or stuck orders, as well as similar edge cases. Coordinate with Ops as needed.
• Create tracking tasks and close the loop within the set timeline.
• Service recovery saves and targeted outreach.
• Data cleanup, tag audits.
• Launch support for limited-time flows.

Requirements

WHAT WE’LL LIKE ABOUT YOU

 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+ years in CX or operations for a US brand.
• Strong de-escalation skills and policy judgment. Comfortable raising performance concerns with other team members and leadership.
• Proven omni-channel experience (phone, email, chat, social, etc.) 
• Background in E-commerce operations and online retail workflows 
• Hands-on experience with Shopify and comparable e-commerce platforms
• Customer service and BPO experience, with a focus on empathy and problem resolution
• High energy, positive attitude, and team-oriented mindset
• 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.
• Strong and effective phone contact handling skills.
• An ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Backup power and internet. Quiet workspace for calls if needed.
• 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.
• Customer orientation and ability to adapt/respond to different types of characters.
  

IMPORTANT REMINDER: Once you successfully pass the Hiring Manager's interview, you will be required to submit immediately the following pre-employment requirements prior receiving your employment contract:

1. Proof of SSS Number

2. Proof of Pag-ibig Number

3. Proof of Philhealth Number
4. Proof of TIN

5. PSA Birth Certificate

6. Valid NBI Clearance

Benefits

Benefits

• Private Health Insurance
• Paid Time Off
• Training & Development