Customer Success Representative 

Functionality: CSO, CSR 1

At Boundless | RapidVisa Phils. Inc.

Cebu, Philippines

 

About Boundless Immigration

We’re a team of immigrants and experts who have struggled with our own journeys through the complex, high-stakes U.S. immigration system. That is why we are building deeply customer-centric products and experiences to become the default trusted partner for all families through their entire immigration journey and their first ten years of life in a new country.

Since 2020, Boundless has become the largest player in the family immigration industry, helping tens of thousands of families every year achieve their dreams and becoming the first brand in an industry that has never had one before.

We're backed by influential early-stage venture investors around the country, including Foundry Group (led by Brad Feld), Emerson Collective (Laurene Powell Jobs’ foundation), Pioneer Square Labs, Two Sigma Ventures, Trilogy Equity Partners, and Jerry Yang, and are well-capitalized for years of growth.

What You Will Do

 

In this role, you will: 

 

• Act as a brand ambassador who plays a critical role in ensuring the satisfaction and success of our customers from a post-pay experience and throughout their journey

 

• Take ownership in building strong customer relationships by addressing inquiries or concerns, transferring and or escalating these concerns to the right department or function to promote an overall positive customer experience. 

 

• Focus on impact by collaboratively working with other colleagues to provide comprehensive support to customers to fully maximize customer retention and driving customer success.

 

Other responsibilities include:

 

• Proactively engage with all post-pay customer inquiries via inbound phone, chat and email, either for Boundless or RapidVisa brands. 

 

• Striving to simplify the overall immigration process and journey by guiding customers, specifically non-premium, through the onboarding process by professionally responding to questions concerning their online questionnaire, reviewing and uploading documents to their Consular Electronic Application Center (CEAC) portal, creating the tourist visa’s online Non-immigrant Visa Application (DS-160) and embassy profile to obtain and prepare for interview schedules for both immigrant and non-immigrant processes.

 

• Foster strong customer relationships by actively listening to customers, empathize and assist them with issues relating to questionnaires, monthly payment processing, refund requests, government/legal notices (AGs, Lawyers) and forward relevant documents, additional requirements and issues, if any, to our customer success specialists (form checkers, application guides and document reviewers) to fully demonstrate a commitment to customer success. 

 

• Cautiously provide guidance and celebrate milestones with our customers until the process is completed i.e. through the NVC and Embassy process, addressing Request for Evidence (RFEs) or rejection notices, provide feedback or relay kase concerns to our customer success specialists to resolve promptly.

 

• Ensuring customer needs and feedback are communicated and addressed by gathering these from customer’s including but not limited to their experiences, challenges and suggestions for improvement and serve as customer advocate within the Company

 

• Adapting and evolving by staying updated on product updates, attending product training sessions, webinars, or workshops organized by the Company to enhance knowledge and provide better positive customer experience. 

 

Who You Are

 

We are looking for Customer Success Representatives as we continuously grow our customer base for both Boundless and RapidVisa brands.  You are a passionate professional who focuses on ensuring the success and satisfaction of our customers throughout their journey at Boundless. You are amenable to work in a fast-paced industry and is geared towards attaining a progressive and successful career within our customer success operations or other functions within the Company.  You will thrive in this role if you are energized in talking and actively listening to customers with diverse backgrounds and able to navigate their issues towards effective resolution. You possess strong communication and problem solving skills to effectively convey our customer’s needs to the relevant teams within Boundless. 

 

The Customer Success Representative at Boundless is an integral part of our customer success operations. We identify ourselves as partners to the business as customer advocates and focus on impact in  providing the best customer success experience. 

 

Come and help us in being the best customer success organization we can be  at  Boundless Immigration!

 

What You Bring

• Preferably with at least 6 months of call center experience
• Strong customer service skills with a sense of ownership of our customer success journey
• Excellent verbal and written communication skills 
• Empathetic, experienced in dealing with customers and actively listen to their concerns and focus on resolution
• Ability to adapt and evolve quickly to changing situations, processes, and customer needs
• Ability to effectively  handle multiple customer interactions simultaneously, through phone, chat and email channels

What We Offer

You will be part of a dynamic workforce in an environment where you will collaborate with the expert and elite talents in the online immigration services industry. 

You can cultivate your skillfulness and dexterity amongst us as you experience a highly creative culture built on loyalty and responsibility to our partners while having a lot of fun at work. 

Great company perks and benefits await you!