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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