Senior Customer Advocate
On-site · Tacloban, Eastern Visayas, Philippines
Job Summary
Senior Customer Advocate who will interact with customers to provide and process accurate, valid, and complete information with empathy and professionalism; take on challenging or upset customer tickets, de-escalate with clear language, perform issue triage, verify scope, collect details, and route to the right owner; monitor queues for spam/duplicates, close or merge with correct tags, spot-check teammates’ tickets, log patterns for coaching; manage orders—closing, canceling, push replacements/reships, and sending proactive emails; run clean-ups for unsynced or stuck orders, coordinate with Ops as needed; create tracking tasks and ensure closure within timelines; contribute to service recovery saves and targeted outreach; participate in limited-time flows and data cleanup/allied tasks.
Required Qualifications
- At least a bachelor’s degree in any field
- 2+ years in CX or operations for a US brand
- Strong de-escalation skills and policy judgment
- Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
- Excellent reading comprehension, verbal, and written communication skills
- Strong and effective phone contact handling skills
- An ability to understand and communicate complex ideas to customers, both verbally and in written form
Desired Qualifications
- Bachelor's degree in any field
- 2+ years in CX or operations for a US brand
- Strong de-escalation skills and policy judgment
- Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
- Excellent reading comprehension, verbal and written communication skills
- Strong and effective phone contact handling skills
- Ability to understand and communicate complex ideas to customers, both verbally and in written form
- Backup power and internet
- Quiet workspace for calls if needed
- Aptitude to quickly learn and navigate new technology, systems, and applications
- The ability to accept feedback gracefully and with an open mind
- Intermediate understanding of common Customer Experience best practices
- Customer orientation and ability to adapt/respond to different types of characters
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