Job Title:

Job Description

• The Advisor I, Blended Support position interfaces with customers via inbound calls/chats/emails, outbound calls/chats/emails, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.
• Descripción de puesto

  Essential Functions/Core Responsibilities 

  • From the beginning, you will take an active role in continuously seeking for initiatives to enhance service and improve the overall user experience.
  • Handle and resolve end to end product troubleshooting and customer support for our client advertising products, on case volumes across email and chat channels
  • Own and drive query resolution through collaboration within house Product Operations & Eng 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
  • Partner with inhouse technical specialists to educate advertisers on product features and common issue types

  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

     

  • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

     

  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

     

  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

     

  • Maintain basic knowledge of client products and/or services

     

  • Prepare complete and accurate work including appropriately notating accounts as required

     

  • Participate in activities designed to improve customer satisfaction and business performance

     

  • Offer additional products and/or services

     

  • Track, document and retrieve information in call tracking database

     

  • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

     

  Candidate Profile 

  • High school diploma with three to six months of relevant experience preferred

     

  • Courteous with strong customer service orientation

     

  • Strong computer navigation skills and PC Knowledge

     

  • Ability to effectively communicate, both written and verbally

     

  • Dependable with strong attention to detail

     

  • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

     

  • Tolerance for repetitive work in a fast-paced, high production work environment

     

  • Ability to work as a team member, as well as independently

     

  • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

     

  • Ability to rotate shifts, as needed

     

  • Based on location and/or program, additional experience/skills may be required

     

  *Job requirements may vary by country and will not contravene any local laws

  Career Framework Role 

  Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge.  Works with close supervision and clearly defined procedures.  Starting to demonstrate familiarity with client terminology, operating standards and procedures.  Starter without sustained metric performance levels.

  Supplemental Geographical Information

  RECRUITER ENTER THE APPLICABLE LANGUAGE:

  UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

     

  PHILIPPINES  

  • Minimum of two years of college education. No prior call center experience is required

  • Ability to think clearly and can explain simple issues effectively, both written and verbally

     

  INDIA  

  • Ability to effectively communicate, both written and verbally

  • Listen attentively to customer needs and concerns; demonstrate empathy

  • Clarify customer requirements; probe for and confirm understanding of requirements or problem

  • Confirm customer understanding of the solution and provide additional customer education as needed

  • Ability to learn including strong problem solving skills

  • Demonstrate strong probing and problem solving skills

  • Should be able to handle complex queries

  • Should be able to resolve customer queries independently 

  Disclaimer  

  The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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