Senior Customer Advocate

About the role

Boldr, a global B-Corp focused on client experience, is hiring a Senior Customer Advocate in Cape Town for its client website selling hoodies and sweatshirts. The role delivers timely, professional support across a range of inquiries and channels, working closely with internal teams to resolve customer issues, process orders and account updates, and uphold a high standard of service. The position is hybrid.

Key responsibilities

• Interact with customers to provide accurate, complete information with empathy, courtesy and professionalism.
• Manage customer tickets, troubleshooting, escalations and investigations, ensuring accurate handling, timely responses and proper documentation.
• Track problems so they are prioritised, documented and resolved.
• Research and resolve order-related queries across platforms.
• Process customer account and order updates, including address and contact changes.
• Escalate issues promptly to meet internal and external expectations.
• Identify opportunities for continuous process improvement and work with the external team to stay up to date on products and services.

Required profile

• At least a bachelor's degree in any field.
• 2-3 years of customer service experience (email, phone or chat support).
• Analytical, curious and authentic, with an eye for detail and passion for client satisfaction.
• Open to feedback and able to adapt to different customer personalities.
• Able to maintain an open and flexible schedule.

Required skills

• Excellent reading comprehension and verbal and written communication.
• Ability to explain complex ideas clearly to customers.
• Basic knowledge of cloud apps (Google Drive, Sheets, Docs) and MS Office.
• Experience with a CRM or ticketing platform (e.g. Gorgias) is an advantage.
• Familiarity with eCommerce or logistics platforms such as Shopify, Flexport or Atlassian is an advantage.
• Intermediate understanding of common Customer Experience best practices.