Responsibilities:
- Handle and resolve end to end post-sales queries for the advertising products and work on case volumes across email and chat channels
- Own and drive query resolution through collaboration with Product groups to resolve all types of generic, technical or product queries
- Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touch points
- Drive adherence to service levels across channels and achieve Best in Class productivity, impact resolution times for end customer
- Manage escalations workflows with internal teams
- Partner with upstream technical specialists to educate advertisers on product features and common issue types
- Engage and support new product launches across the advertising platform, act as Voice of Customer for fixes and advocate for efficient resolution
- Develop as a subject matter expert across assigned product area and mentor fellow team members
Requirements:
- BA/BS degree or equivalent practical experience
- 3+ years of Technical Customer support or Operations
- Prior Customer Support experience is desirable
- Fluent with social media products usage and basic understanding of Advertising industry
- Experience in a Contact Centre/Service program with any Advertising Tech company is a plus
Claudia Kueh Kee Jinq EA License No.: 02C3423 Personnel Registration No.:R1880247
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