Sprout Solutions

Customer Advocate, CSR – HR & Payroll

Sprout Solutions

full-time

Posted on:

Location Type: Hybrid

Location: Mandaluyong • Philippines

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About the role

  • The primary responsibility of Customer Advocate I is to provide clear and timely solutions to concerns raised by clients.
  • They are skilled subject matter experts with which customers can rely on for answers.
  • They are the first contact of clients for inquiries & concerns.
  • Serves as the initial point of assistance, addressing issues encountered by customers.
  • As the primary point of contact, Customer Advocate I manages the biggest ticket volume and they are responsible for properly documenting all the relevant information related to the concerns.
  • Should be able to use these channels to decipher which best to use given the issue at hand: Ticket, Online Meeting, Call.
  • The goal is to make clients experts in Sprout products by educating them through any type of customer engagement.
  • Work closely with both clients and the relevant Sprout stakeholders to identify needs, provide solutions, and ensure that the clients are updated timely and accurately.
  • Responsible for properly documenting all the relevant information related to the concern which is to be sent to the client and potentially used when escalation is required.
  • Responsible for filing internal tickets to be passed on to the engineering or product team.
  • Help clients become experts by contributing to the product Knowledge Base.
  • Expected to exhaust all possibilities of issue resolution which includes the use of knowledge base articles (internal & external) and other internal tools.
  • Collaborate with different resources and teams in Sprout to solve client issues.
  • Should adhere to SLAs depending on severity level and follow escalation matrix when needed.
  • Focus on addressing straightforward concerns and provide foundational support.
  • Assist with general inquiries (Basic Navigation, Troubleshooting, and System Setup).
  • Create informational materials for common system concerns.
  • Acquire information about the issue by examining the symptoms and analyzing the underlying problem.
  • Document all the necessary and relevant information related to the concern for escalation.

Requirements

  • Willing to work on shifting schedule
  • Preferably with basic HR and Payroll experience
  • Customer Support experience is not required but preferred
  • Rockstar Customer Service skills
  • Good Communication Skills
  • Good listening and comprehension skills
  • Ability to multitask, prioritize, and manage time effectively
  • Has keen attention to details
  • Has to be solutions driven, resourceful, and a creative problem solver
  • Has a methodical approach in explaining processes
  • Business Writing Skills
  • Good collaboration and interpersonal skills
  • A team-player attitude is essential
Benefits
  • This is a full-time employment opportunity with a hybrid work arrangement.
  • The role offers certifications and annual budget for training/upskilling.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
HR experiencePayroll experienceCustomer Support experienceTroubleshootingSystem SetupKnowledge Base contributionDocumentationIssue resolutionTicket managementEscalation procedures
Soft Skills
Customer Service skillsCommunication skillsListening skillsTime managementAttention to detailProblem solvingMethodical approachBusiness writingCollaboration skillsTeam player