Boldr este o companie globală de servicii de externalizare gestionată și servicii de ocupare a forței de muncă, care ajută companiile să creeze și să coordoneze echipe distribuite. În calitate de companie certificată B Corporation, se concentrează pe externalizarea etică și dezvoltă echipe de experiență a clienților, inginerie, date și tehnologie ca extensii ale brandurilor clienților săi. Boldr sprijină în principal companii din comerțul electronic și din domeniul software ca serviciu, oferind recrutare globală, integrarea noilor angajați și managementul performanței pentru peste 100 de parteneri clienți. Abordarea sa conectează sprijinul operațional cu sustenabilitatea socială, urmărind să creeze valoare durabilă pentru clienți, membrii echipelor și comunitățile în care își desfășoară activitatea.
Senior Customer Advocate (English and German) - Full-Time Remote in Philippines
Provide English- and German-language customer support through email and chat for Boldr’s client experience operations. Resolve ecommerce questions involving subscriptions, returns, payments, and shipping.
Descriere
- Deliver accurate, complete customer support and transaction assistance through email and chat
- Triage, tag, and resolve customer messages in Gladly within service-level agreements
- Apply approved macros while tailoring replies to Grün’s brand voice
- Manage customer returns and exchanges
- Update subscriptions in Skio and resolve address and payment problems
- Monitor shipping issues, record them accurately, and provide proactive customer updates
- Escalate product-quality concerns and adverse events with documented photos and details
- Keep thorough Gladly notes and resolution records so other agents can continue each case
- Work with internal and external teams to meet customer needs and resolve complaints professionally
Cerințe
- Bachelor’s degree in any discipline
- At least three years of customer service experience across email, phone, or chat support
- Previous experience supporting SaaS products
- At least two years of experience supporting customers in the United States ecommerce market
- Strong written English and German communication skills with a clear, concise, friendly style
- Comfort working across multiple browser tabs and support tools
- A dependable home office with backup power and internet connectivity
- Ability to learn and navigate new technologies, systems, and applications quickly
- Working knowledge of core customer experience practices
- Customer-focused approach with the flexibility to respond to different personality types
- Analytical and critical-thinking skills with strong attention to detail
- Commitment to achieving high levels of client satisfaction
Beneficii
- Language premium in addition to base compensation
- Reliable home office with backup power and internet