Client Advocate supporting clients using the Black Diamond Wealth Platform™ solution and building relationships for effective customer satisfaction. Working in a hybrid role to ensure client success.
About the role
- As a Senior Customer Advocate, you will help clients resolve issues for Boldr products. Cultivating meaningful connections and service excellence in customer interactions.
Responsibilities
- You will interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
- Customer consultation calls, tech troubleshooting, escalations and investigation
- Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved.
- Ensure proper and timely escalation of issues to meet internal and external expectations.
- Identify opportunities and recommendations for continuous process improvement.
- You are expected to deliver service excellence and maximize customer satisfaction.
- Work with the external team to stay updated on product and service knowledge.
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!
- 2-3 years of customer service experience (may it be email, phone, or chat support).
- Previous experience supporting SaaS products.
- Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
- Excellent reading comprehension, and verbal, and written communication skills.
- Strong and effective phone contact handling skills.
- An ability to understand and communicate complex ideas to customers, both verbally and in written form.
- Knowledge and experience with Intercom CRM is a plus.
- Aptitude to quickly learn and navigate new technology, systems, and applications.
- The ability to accept feedback gracefully and with an open mind.
- Intermediate understanding of common Customer Experience best practices.
- Customer orientation and ability to adapt/respond to different types of characters.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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