Senior Customer Advocate (for Pooling)
Boldr
- Tacloban City, Leyte
- Permanent
- Full-time
- Boldr 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.
- 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
- Answer client queries with enthusiasm, courtesy, and an open mind.
- Provide excellent customer service in a timely manner.
- Comfortably work with data.
- Support associates with their general queries and needs.
- You 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.
- At least a bachelor's degree in any field you're passionate about!
- 2 to 3 years of customer service experience (may it be email, phone, or chat support)
- Advanced knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
- Experience with CRM
- 50-60 words per minute typing speed.
- Excellent verbal and written communication skills.
- Strong and effective phone contact handling skills.
- Ability to accept feedback gracefully and with an open mind.
- Advanced understanding of common Customer Experience best practices.
- An ability to understand and communicate complex ideas to customers, both verbally and in written form.
- Customer orientation and ability to adapt/respond to different types of characters.
- Aptitude to quickly learn and navigate new technology, systems, and applications.
- Ability to recognize themes and patterns on customer concerns and identify optimization across processes and tools.
- Health Insurance
- Training & Development
- HMO on-day-one
- Paid Bereavement & Family Leave
- Flexitime
- Maternity Leave
- Paternity Leave
- Paid Holidays
- Paid Vacation Leave
- Paid Sick Leave
- Solo/Single Parent Leave
- Special Leave Benefits for Women
- Mental Health Support