Senior Customer Advocate (English & German)

1 month, 1 week ago
Full-time
Mid Level
Customer and Technical Support
Boldr

Boldr

Boldr specializes in building global teams through ethical talent outsourcing, connecting businesses with skilled professionals while prioritizing social sustainability and performance.

Professional Services
251-1K
Founded 2016

Description

  • Interact with customers to answer inquiries and resolve complaints about client products and services.
  • Triage, tag, and resolve emails and chats in Gladly within service-level agreements.
  • Use approved macros and personalize responses to align with Grüns’ voice.
  • Process returns and exchanges for customers.
  • Handle subscription edits in Skio.
  • Fix address and payment issues for customer accounts.
  • Track shipping issues accurately and send proactive updates to customers.
  • Flag product quality issues or adverse events and open tasks with photos and details.
  • Document resolutions and keep clear notes in Gladly so other agents can continue the thread.
  • Collaborate with internal and external teams to support customer needs in a timely and professional manner.

Requirements

  • Bachelor’s degree in any field.
  • 3 years of customer service experience in email, phone, or chat support.
  • Previous experience supporting SaaS products.
  • 2+ years supporting US ecommerce customers.
  • Strong written English and German skills.
  • Clear, concise, and friendly written communication.
  • System fluency across multiple tabs and tools.
  • Reliable home office with backup power and internet.
  • Ability to quickly learn and navigate new technology, systems, and applications.
  • Intermediate understanding of common customer experience best practices.
  • Customer-oriented approach with the ability to adapt to different types of people.
  • Analytical and critical thinking skills with strong attention to detail.
  • Curious and authentic mindset.

Interested in this position?

Apply directly on the company website

Apply Now

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