Customer Advocate (Onsite)

WHAT IS YOUR ROLE

As a Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner.

WHAT YOU'LL DOInteract with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalismPerform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolvedEnsure proper and timely escalation of issues to meet internal and external expectationsIdentify opportunities and recommendations for continuous process improvementDeliver service excellence and maximize customer service and satisfactionWork with the external team to stay updated on product and service knowledgeRequirements6 months to 1 year of customer service experience (may it be email, phone, or chat support)Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applicationsExcellent reading comprehension, verbal, and written communication skillsStrong and effective phone contact handling skillsAn ability to understand and communicate complex ideas to customers, both verbally and in written formAptitude to quickly learn and navigate new technology, systems, and applicationsAbility to accept feedback gracefully and with an open mindIntermediate understanding of common Customer Experience best practicesCustomer orientation and ability to adapt/respond to different types of characters