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 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 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 A Senior Customer Advocate interacts with clients' customers to provide them with information to address inquiries regarding products and services. In addition, you deal with and help resolve any customer complaints. At the same time, you provide support to customer advocates and associates on general account needs, queries. Usually, Senior Customer Advocates gather their information and interact with customers via email/chat messages. WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate in 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 Quick, warm, and on-brand customer communication across emails, instagram comments, instagram DM's, and ads via the customer service platform Gorgias and Statusbrew. Determining the quickest, most time effective way to answer a customer's questions and/or find the correct solution to their issue Prioritizing customer emails based on needs and then escalating accordingly. Comfortably work with data You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism 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 Communicating with the customer experience team and fulfillment team daily Willing to work weekends and choose two other days during the week to take off Requirements YOU HAVE 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 Benefits 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
