Senior Customer Advocate (For Pooling)

Bachelor's degree in any field. 3 years of customer service experience, preferably with strong chat support experience. Basic knowledge of cloud-based applications (Google Drive, Sheets, Docs) and MS Office. Excellent reading comprehension, verbal, and written communication skills. Strong and effective phone contact handling skills. Strong exposure in social media. Ability to understand and communicate complex ideas to customers. Aptitude to quickly learn and navigate new technology, systems, and applications. Ability to accept feedback gracefully. Intermediate understanding of common Customer Experience best practices. Customer orientation and ability to adapt/respond to different types of characters.

Interact with customers to provide and process accurate information with empathy and professionalism. Handle customer consultation calls, tech troubleshooting, escalations, and investigations. Track and document issues, ensuring timely resolution and escalation. Identify opportunities for continuous process improvement. Deliver service excellence and maximize customer satisfaction. Stay updated on product and service knowledge by working with external teams.