A Senior Customer Advocate interacts with clients' customers to provide them with information to address inquiries regarding products and services. In addition, you deal with and help resolve any customer complaints. At the same time, you provide support to customer advocates and associates on general account needs, queries. Usually, Senior Customer Advocates gather their information and interact with customers via email/chat messages. What Will You Do Answer client queries with enthusiasm, courtesy, and an open mind Provide excellent customer service in a timely manner Comfortably work with data Support associates with their general queries and needs You will 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 prioritized, documented, tracked, and resolved Ensure proper and timely escalation of issues to meet internal and external expectations Identify opportunities and recommendations for continuous process improvement You are expected to deliver service excellence and maximize customer satisfaction Work with the external team to stay updated on product and service knowledge Requirements YOU HAVE At least a bachelor's degree in any field you're passionate about! 2 to 3 years of customer service experience (may it be email, phone, or chat support) Advanced knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications Experience with CRM 50-60 words per minute typing speed Excellent verbal and written communication skills Strong and effective phone contact handling skills Ability to accept feedback gracefully and with an open mind Advanced understanding of common Customer Experience best practices An ability to understand and communicate complex ideas to customers, both verbally and in written form Customer orientation and ability to adapt/respond to different types of characters Aptitude to quickly learn and navigate new technology, systems, and applications Ability to recognize themes and patterns on customer concerns and identify optimization across processes and tools Benefits Health Insurance Training & Development HMO on-day-one Paid Bereavement & Family Leave Flexitime Maternity Leave Paternity Leave Paid Holidays Paid Vacation Leave Paid Sick Leave Solo/Single Parent Leave Special Leave Benefits for Women Mental Health Support