Client Advocate responsible for handling inquiries related to disability and leave management at Sun Life. Collaborating with HR and payroll departments to provide comprehensive support.
About the role
- Senior Customer Advocate managing customer inquiries and issues for Boldr. Supporting clients with product knowledge and ensuring exceptional customer service in hybrid environment.
Responsibilities
- Interacting with customers to address inquiries, troubleshoot issues, and resolve concerns regarding the company’s products and services.
- Acting as a problem-solver by understanding customer needs, providing accurate and complete information, and following up to ensure timely resolution.
- Collaborating with internal and external teams to support customers in a professional, empathetic, and solutions-oriented manner while delivering an exceptional client experience.
- Guiding customers on the platform so they can confidently use its features, contribute to support resources, and share customer feedback and trends with cross-functional teams to improve the overall customer journey.
Requirements
- Curious and authentic, just like us! #beboldr
- An analytical and critical thinker with strong attention to detail
- Passionate about client satisfaction and service excellence
- Adaptable, resourceful, and solutions-oriented
- Comfortable operating in a fast-moving, growth-stage environment
- Able to work independently with minimal supervision while collaborating effectively with teams
- YOU HAVE…****
- Bachelor’s degree in any field you are passionate about
- 2 years of customer service experience across email, phone, or chat support
- Previous experience supporting SaaS products or working in a tech environment
- Proven ability to provide exceptional customer support
- Strong verbal and written communication skills
- Excellent reading comprehension and strong customer-facing communication
- Strong and effective phone contact handling skills
- Ability to understand and communicate complex ideas clearly to customers
- Experience with modern support tools such as Zendesk, Intercom, Guru, Slack, or Jira is a plus
- Basic knowledge of cloud-based applications such as Google Drive, Google Sheets, Google Docs, and Microsoft Office
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Ability to accept feedback gracefully and with an open mind
- Intermediate understanding of customer experience best practices
- Strong customer orientation and the ability to adapt to different customer personalities and situations
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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