Senior Customer Advocate (English & German)

1 month, 1 week ago
Full-time
Senior
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 provide accurate, valid, and complete information with empathy, courtesy, and professionalism.
  • Triage, tag, and resolve customer emails and chats in Gladly within SLA.
  • Use approved macros and personalize responses to Grüns’ voice.
  • Process returns and exchanges.
  • Handle subscription edits in Skio.
  • Fix address and payment issues.
  • Track shipping issues accurately and promptly and send proactive updates.
  • Flag product quality concerns or adverse events.
  • Open tasks with photos and details when needed.
  • Document resolutions clearly in Gladly so other agents can continue the thread.

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 communication skills.
  • Ability to communicate clearly, concisely, and in a friendly manner.
  • 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 mindset with the ability to adapt and respond to different personalities.
  • Analytical and critical thinking skills with strong attention to detail.
  • Curious and authentic, aligned with Boldr’s values.

Interested in this position?

Apply directly on the company website

Apply Now

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