As a Customer Advocate, you will be responsible for interacting thru Email and Chat with the buyer and/or seller to address inquiries and resolve complaints on the clients’ E-commerce Platform. In this position, you will collaborate with the internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner.

WHAT WILL YOU DO

• Interact with buyer and/or seller 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 documented, prioritized, tracked, and resolved
• Ensure proper and timely escalation of issues to meet internal and external expectations
• 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

As a Sales Development Representative, you’ll be conducting phone calls to our client’s list of leads in order to close them as customers. By skillfully building interest, you should be able to create opportunities with new prospects as well as educate them about the products of our client. You must be able to ask smart, targeted questions, and speak knowledgeably. A successful Sales Development Representative is a strong communicator and a fast learner with the natural sales instinct to be the face and voice of our company.

WHAT WILL YOU DO:

• Reach out to potential customers to produce real opportunities by asking qualifying questions
• Understand the products inside and out and articulate our value proposition clearly
• Based on qualification, get an agreement from the customer to speak to a Sales Representative
• Work closely with sales teams to schedule qualified leads in accordance with approved sales management guidelines

WHAT WE’LL LIKE ABOUT YOU:

YOU ARE...

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction
• Proactive and self-motivated
• We are looking for smart, energetic, data-centric, make-it-happen people who like new challenges and solving complex problems.
• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
• Amenable to work on rotating shifts

WHAT WILL YOU DO?

People Management

• Identify growth and development opportunities for team members
• Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed

Task Management

• Interact with customers to provide general troubleshooting assistance to issues and concerns
• Ensure proper and timely escalation of customer’s issues and feedback to internal and external stakeholders
• Identify recurring issues, themes, and patterns
• Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency
• Identify opportunities for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction

Performance Quality Management

• Monitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews
• Ensure that team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets

Logistics

• Ensure that team members and equipment needs are met to sustain service levels
• Recommend/suggest relevant alternatives to the product or tool being used by the company

Internal Coordination

• Work with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them.
• Relay consistent issues to Service Delivery Manager in a timely and efficient manner
• Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be
• Provide guidance to advisors and analysts to foster growth and development, best practices, and optimal morale in the organization

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and Client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Service Delivery Manager

As the Team Captain, you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent, as well as coordinate with clients from time to time. You will also be working with the Service Delivery Manager and the People Team to identify growth and development opportunities for the team members.

What Will You Do

People Development

• Identify growth and development opportunities for team members to enable career progression and self-development
• Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals
• Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be
• Team Management
• Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases
• Ensure that team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets through product/service training

Internal Coordination

• Work with the People Team to make recommendations for their team member’s career advancement based on their personal aspirations and learning needs
• Relay consistent issues to Service Delivery Manager in a timely and efficient manner

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints
• Identify opportunities for continuous improvement and scaling growth, in coordination with the Service Delivery Manager

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

Curious and authentic, just like us! #beboldr An analytical and critical thinker, with an eye for even the most minute of details

Passionate about client satisfaction

Proactive and self-motivated

Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.

Amenable to work on rotating shifts

YOU HAVE…

Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a similar field.

At least 5 years of experience with QA Automation in web/cloud services, applications, and platforms

At least 1 year of experience in writing automated end-to-end test scripts using Protractor

Strong knowledge of software QA methodologies, tools and processes including Jira

A proven record of strong organizational, prioritization, and project management skills with extreme attention to detail

Excellent analytical and problem-solving skills

Advanced programming skills including databases and automation systems

An ability to collaborate with Product team about UAT bugs and how to recreate them

An ability to use existing automated test cases and make updates to them as needed due to application release changes to the UI

PLUS POINTS IF YOU HAVE…

Experienced working in an Agile/Scrum development process

Experience with performance and/or security testing

WHAT WILL YOU DO?

People Management

• Identify growth and development opportunities for team members
• Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed

Task Management

• Interact with customers to provide general troubleshooting assistance to issues and concerns
• Ensure proper and timely escalation of customer’s issues and feedback to internal and external stakeholders
• Identify recurring issues, themes, and patterns
• Triage and accurately document user support issues according to defined procedures, focusing on impact and urgency
• Identify opportunities for continuous process improvement
• Deliver service excellence and maximize customer service and satisfaction

Performance Quality Management

• Monitor and assess team members’ performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews
• Ensure that team members are properly trained and working consistently to meet client needs
• Ensure that the team meets company and client-specific KPI targets

Logistics

• Ensure that team members and equipment needs are met to sustain service levels
• Recommend/suggest relevant alternatives to the product or tool being used by the company

Internal Coordination

• Work with the People Development Manager to make recommendations for their team member’s career path, and assist in making a comprehensive training plan for them.
• Relay consistent issues to Service Delivery Manager in a timely and efficient manner
• Helps in culture building particularly in embracing our Core Values and practicing what a Boldr leader should be
• Provide guidance to advisors and analysts to foster growth and development, best practices, and optimal morale in the organization

External Communications

• Be familiar with the client’s key contacts, unique requirements, and operating processes
• Demonstrate mastery on the company and Client’s offerings (i.e. its product and services)
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Service Delivery Manager

PHP Data Engineer

Job Description

What You’ll Like About Us

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, anything that will positively impact our clients and of course, you!
• We’ve got training sessions in-store to help you level up your skillset.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits -- you’ll have ample time to travel wherever you please! And we’ll want to hear all about your stories when you get back to the office.
• We also cap off every week with a bit (a lot) of competitive board games.

Why We Want You

We are looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. 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: Curious, Dynamic and Authentic.

What We'll Like About You
You Are…

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Able to multitask and prioritize with minimal supervision
• Proactive and self-motivated
• Excellent in writing documents
• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
• Amenable to work on rotating shifts and render overtime work as required