Senior Customer Advocate – Project Based

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Engage with customers to deliver and process accurate, valid, and comprehensive information with empathy, courtesy, and professionalism.

• Facilitate customer consultation calls, troubleshooting, escalations, and investigations.

• Execute problem tracking to ensure issues are prioritized, documented, monitored, and resolved.

• Guarantee appropriate and timely escalation of issues to meet both internal and external expectations.

• Recognize opportunities and provide recommendations for ongoing process improvements.

• Achieve service excellence and enhance customer satisfaction to the fullest.

• Collaborate with the external team to remain informed about product and service knowledge.

• Partner with internal and external teams to address customer needs promptly and professionally.

⛳️ Requirements

• A minimum of a bachelor’s degree in any area you are enthusiastic about!

• 2-3 years of experience in customer service (whether through email, phone, or chat support).

• Prior experience in a customer service role.

• Fundamental knowledge of cloud-based applications (such as Google Drive, Google Sheets, Google Docs) and MS Office applications.

• Outstanding reading comprehension and proficient verbal and written communication abilities.

• Strong and effective skills in handling phone contact.

• Capability to understand and articulate complex ideas to customers, both verbally and in writing.

• Familiarity with CRM systems is advantageous.

• Ability to swiftly learn and navigate new technologies, systems, and applications.

• Capacity to accept feedback with grace and an open mind.

• Intermediate understanding of common Customer Experience best practices.

• Customer-oriented mindset with the ability to adapt and respond to various personality types.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• A positive and inclusive work environment.