Senior Customer Advocate

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Requirements:

• At least a bachelor’s degree in any field.
• 3 years of customer service experience (email, phone, or chat support).
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office.
• Excellent reading comprehension, verbal, and written communication skills.
• Strong phone contact handling skills.
• Ability to understand and communicate complex ideas effectively.
• Knowledge of Gorgias CRM is a plus.
• Aptitude for learning new technology and systems.
• Ability to accept feedback gracefully.
• Intermediate understanding of Customer Experience best practices.
• Customer orientation with the ability to adapt to different character types.

Responsibilities:

• Interact with customers to provide and process accurate, valid, and complete information with empathy, courtesy, and professionalism.
• Perform problem tracking and ensure issues are prioritized, documented, tracked, and resolved.
• Ensure proper and timely escalation of issues to meet expectations.
• Identify opportunities for continuous process improvement.
• Deliver service excellence to maximize customer satisfaction.
• Work with external teams to stay updated on product and service knowledge.