Customer Advocate

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 WILL DO:
Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
Perform problem tracking and ensure that issues are properly documented, prioritized, tracked, and resolved
Ensure proper and timely escalation of issues to meet internal and external expectations
Driving FAQ and content ideas
Data analysis and reporting
Identify opportunities and recommendations for continuous process improvement
Deliver service excellence and maximize customer service and satisfaction
Work with the external team to stay updated on products and service knowledge

6 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 applications
A growth mindset
Excellent reading comprehension, verbal, and written communication skills
Strong and effective phone contact handling skills
Strong ability with customer support software, and different Ecommerce platforms (e.g. Shopify, Amazon, Gorgias)
An ability to understand and communicate complex ideas to customers, both verbally and in written form
Eagerness and ability to learn specialized technical information
Aptitude to quickly learn and navigate new technology, systems, and applications
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