Seasonal Customer Care Representative – Beauty Team
Trafilea Tech E-commerce Group
Senior Customer Advocate – Email & Chat Support
Boldr
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
About the role
- As a Senior Customer Advocate, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services.
- You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
- Triage, tag, and resolve emails and chats in Gladly within your SLA.
- Use approved macros and personalize to Grüns voice.
- Process returns and exchanges
- Handle subscription edits in Skio. Fix addresses and payment issues.
- Track shipping issues accurately and promptly - sending proactive updates.
- Flag product quality or adverse events. Open tasks with photos and details.
- Keep clean notes so any agent can pick up the thread—document resolutions in Gladly.
Requirements
- Curious and authentic, just like us! #beboldr
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction
- At least a bachelor’s degree in any field you’re passionate about!
- 3 years of customer service experience (may it be email, phone, or chat support).
- Previous experience supporting SaaS products.
- 2+ years supporting US ecommerce customers.
- Strong written English. Clear, concise, friendly.
- System fluency across multiple tabs and tools.
- Reliable home office with backup power and internet.
- Aptitude to quickly learn and navigate new technology, systems, and applications.
- Intermediate understanding of common Customer Experience best practices.
- Customer orientation and ability to adapt/respond to different types of characters.
Benefits
- Private Health Insurance
- Paid Time Off
- Work From Home
- Training & Development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceSaaS supportecommerce supportemail supportchat supportreturns processingsubscription managementshipping issue trackingdocumentationcustomer experience best practices
Soft skills
empathycourtesyprofessionalismanalytical thinkingcritical thinkingattention to detailclient satisfactionadaptabilitycommunicationcuriosity
Certifications
bachelor's degree
