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Senior Customer Advocate
hace 1 mes
A LITTLE BIT ABOUT BoldrBoldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. 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 VALUESMeaningful connections start with AUTHENTICITYWe do our best work by being CURIOUSWe grow by remaining DYNAMICOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCEAt the heart of great partnerships, we’ll always find EMPATHYWHAT IS YOUR ROLEAs a Sr. 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 YOUWe 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 DOYou will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.Ensure proper and timely escalation of issues to meet internal and external expectations.Identify opportunities and recommendations for continuous process improvement.You are expected to deliver service excellence and maximize customer satisfaction.Work with the external team to stay updated on product and service knowledge.WHAT WE’LL LIKE ABOUT YOUYOU ARE…Curious and authentic, just like us #beboldrAn analytical and critical thinker, with an eye for even the most minute of detailsPassionate about client satisfactionYOU HAVE…At least a bachelor’s degree in any field you’re passionate about3 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.Strong and effective phone contact handling skills.An ability to understand and communicate complex ideas to customers, both verbally and in written form.Knowledge and experience with Gorgias CRM is a plus.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.WHAT WE OFFERLaw BenefitsPrivate Health InsurancePaid Time OffTrainingLife insuranceMental Health SupportLearning and Development Programs
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