Boldr
Boldr

Customer Experience Analyst | Real Estate Property Management  

Boldr

 
  • Pasig, Philippines
    Unit 501-505, 5th floor of Hanston Building, Emerald Ave., Ortigas Center, Pasig, Metro Manila, Philippines
    Pasig
    Metro Manila
    Philippines
    Philippines
    TELECOMMUTE
  • Full timeFULL_TIME

Expired 3 years ago

2020-10-31T16:00:00+00:00
Job closed.

Job Description

What You'll Like About Us

Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great. We geek out on new ideas, proposals, anything that will positively impact our clients, and of course, you!

  • We’ve got training sessions in-store to help you level up your skillset.
  • With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
  • We have rest and relaxation benefits. You’ll have ample time to travel wherever you please!
  • We also cap off every week with a bit (a lot) of competitive board games.

What Is Your Role

As a Customer Experience Analyst, you will be part of a team providing customer support to a software company that streamlines all real estate activities. You will be responsible for helping real estate agents get set up in the platform, which includes system setup, onboarding, post-boarding support, and other administrative work via phone, email, and chat.

In this position, you will collaborate with internal and external teams in handling the needs of the customers to provide excellent customer support services 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

User Onboarding

  • Lead new real estate agents through scripted calls/videos as part of the onboarding process
  • Welcome new real estate agents by conducting onboarding sessions for individual users and user teams
  • Partner closely with Real Estate Sales Managers and other cross-functional teams to build and execute agent success strategies, including business growth plans
  • Drive agent software and program engagement to help agents become power users
  • Work proactively to identify agent needs and develop solutions

Customer & Product Support (Phone, Email, and Chat)

  • Proactively support a portfolio of assigned agents so that they may achieve positive business outcomes via the real estate software and services
  • Master the software and educate users on products and programs to enable best business practices in a competitive landscape
  • Troubleshoot issues related to marketing, tools, technology/devices, enterprise systems, etc
  • Ensure proper and timely escalation of customer’s issues and feedback to internal and external stakeholders
  • Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency

Continuous Improvement

  • Identify recurring issues, themes, and patterns, and identify opportunities and recommendations for continuous process improvement
  • Deliver service excellence and maximize customer service and satisfaction
  • Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and reported
  • Implement best practices and processes to maintain and improve relationships with customers, internal team members, and clients
  • Work with the external team to stay updated on product and service knowledge

Minimum Qualifications

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
  • Attentive to detail and process-oriented
  • Ability to problem solve in difficult situations
  • Passionate about client satisfaction
  • Proactive and self-motivated
  • Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team
  • Adaptable to change and attentive to detail
  • Tech-savvy and can easily learn new technical skills
  • Amenable to work on rotating shifts

You Have…

  • A Bachelor's degree in any relevant field
  • At least 2 years of experience in customer service, client success, or client relationship management (via email, chat, and phone)
  • Experience or familiarity of the real estate industry
  • Strong troubleshooting skills
  • Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) or MS Office applications
  • Intermediate knowledge of Zendesk, and any CRM system, and/or business intelligence software (i.e. Salesforce IQ, Salesforce)
  • Strong problem solving and analytical skills; quickly formulates solutions that deliver real business value
  • An ability to understand and communicate complex ideas to customers, both verbally and in written form
  • Aptitude to quickly learn and navigate new technology, systems, and applications especially in the real estate industry
  • A proven record of strong organizational, prioritization, and multitasking skills with extreme attention to detail
  • Self-motivated mindset, nimble and has proven ability to handle challenging customer-facing situations
  • Aptitude to quickly learn and navigate new technology, systems, and applications
  • Ability to accept feedback gracefully and with an open mind
  • Customer orientation and ability to adapt/respond to different types of characters

Plus Points If You Have…

  • Knowledgeable on the real estate industry
  • Previous experience in working as an EA for a real estate firm in the US
  • Previous experience in using Confluence
  • Previous experience in stakeholder and project management

Perks and Benefits

  • Work from HomeWork from Home

Jobs Summary

Job Level
Associate / Supervisor
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
Unit 501-505, 5th floor of Hanston Building, Emerald Ave., Ortigas Center,, Pasig, Metro Manila, Philippines
Industry
Business Process Outsourcing
Vacancy
2 openings
Website
http://www.boldrimpact.com

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About Boldr

Boldr | Outsourcing With Impact.

Boldr is a purpose-driven outsourcing partner to fast-growing businesses. We provide custom solutions in Customer Experience, Data Management, and Sales Enablement.

At Boldr, we foster an environment where the energetic, the curious, and the passionate thrive. We never shy away from difficulties and have fun taking them on. We see challenges as opportunities to learn because we believe that the finest blades are forged in fire. Our door is always open to like-minded individuals who are looking for a new and exciting BPO culture — ordinary is not in our vocabulary.

If you’re bold enough and want to contribute to making a lasting impact, we want you!


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