Senior Customer Advocate

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Requirements:

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

Responsibilities:

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