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Senior Customer Advocate

1 month ago

Cape Town, South Africa Boldr Full time

**WHAT YOU’LL LIKE ABOUT US**:
Our Client is one of the leading technology solutions for busy eCommerce sellers to manage sales tax. Over the years they have established themselves as a trusted partner to over 150,000 businesses. Their mission is to make ecommerce easier for everyone.

**WHAT IS YOUR ROLE**:
As a Senior Customer Advocate, you will be part of a team that is the first line of contact for customers experiencing issues with implementing our Client’s products and services. This team is also a first line of contact with non-customers who have questions about sales tax compliance in relation to the solutions that our Client offers. Additionally, you will also be assigned ad hoc tasks to assist with our Client’s operations.

**WHY DO WE WANT YOU**:
We’re currently looking for impact driven individuals who want to make a difference on a growing Customer

Services team. We expect our Team to become our ultimate partners to success by always giving their

110% in everything, sharing their talents and quirks, and championing our core values.

**WHAT WILL YOU DO**:

- Provide Tier 1, first point of contact and basic troubleshooting for customer issues
- Ensure proper and timely escalation of issues to critical customer situations to the appropriate level of management and Tier 2 support
- Answer sales tax consulting questions
- Identify opportunities and recommendations for continuous process improvement
- Deliver service excellence and maximize customer service and satisfaction
- Work with the external team to stay updated on product and service knowledge

**WHAT WE’LL LIKE ABOUT YOU**:
YOU ARE...
- Someone with prior experience or interest in eCommerce or SaaS support
- Highly-skilled in written and verbal communications with both our team and our customers
- Curious
- you enjoy digging past the surface of a question
- Comfortable working with technology and providing technical support
- Able to approach success from the customer’s point of view
- Extremely patient
- sales tax can be painful and our goal is to ease that pain
- Able to explain complex concepts in easy-to-understand language
- Interested in understanding the ins-and-outs of sales tax (It’s a big topic)
- Attentive to details

**Requirements**:

- Excellent reading comprehension, verbal, and written communication skills
- Prior experience or interest in eCommerce or SaaS support
- Extensive background handling financial or fintech based accounts
- Working to advanced knowledge of the ins-and-outs of sales tax
- Strong and effective phone contact handling skills
- An ability to understand and communicate complex ideas to customers, both verbally and in written form
- The ability to accept feedback gracefully and with an open mind
- Advanced understanding of common Customer Experience best practices
- A strong customer orientation and ability to read and adapt/respond to different types of characters

**Benefits**

Salary