Customer Service Advocate  

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 Advocate, you will be part of a team providing customer support to a SaaS company that offers a travel and navigation app. You will be responsible for interacting across the client’s various customer segments to address inquiries and resolve complaints regarding their products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customers to provide excellent customer service in a timely and professional manner.

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

• 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 documented, prioritized, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• Maintain a close eye on user experience and relay feedback to the respective teams
• Implement best practices and processes to maintain and improve relationships with customers, internal team members, and clients
• Identify opportunities and recommendations for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction
• Work with the external team to stay updated on product and service knowledge

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
• 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.
• Amenable to work on rotating shifts

You Have…

• At least two years of college undergraduate (or High School Graduate + relevant work experience)
• At least one year of customer service experience from any industry in phone, email, and chat
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) or MS Office applications
• An ability to troubleshoot common app/web issues
• Excellent reading comprehension, and verbal and written communication skills
• 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
• 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
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of characters
• Strong analytical and planning skills;
• Excellent communication and presentation skills;
• Excellent problem-solving skills;
• Experience in-app troubleshooting is a plus but not required;
• Working knowledge and familiarity with any helpdesk platforms (i.e. Zendesk, SalesforceIQ, Salesforce) (Plus but not required);
• SaaS experience (Plus but not required);
• Strong analytical and planning skills;
• Excellent communication and presentation skills;
• Excellent problem-solving skills;
• Experience in-app troubleshooting is a plus but not required;
• Working knowledge and familiarity with any helpdesk platforms (i.e. Zendesk, SalesforceIQ, Salesforce) (Plus but not required);
• SaaS experience (Plus but not required);