・Responsible to resolve customer queries in a timely and accurate way through inbound call, email or live chat
・Identify customer needs and assist them in using specific features and functionalities in the social media platform
・Follow-up with customers to ensure their technical issues are resolved
・Become and remain knowledgeable about social media products and community standards
・Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
・Identify inefficiencies in workflows and suggest solutions
・Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
・Recognize trends and patterns, and escalate issues outside the company policy to the global team
・Responsible for addressing operations, finance, and product inquiries from partners.
・Primary functions include:
a) gathering information, troubleshooting issues, triaging requests
b) facilitating communication between internal client’s teams and partners until a satisfactory solution is offered.
・Receives and answers customer inquiries on behalf of the client or businesses they represent via email. Provides quality instructions or responses to be able to resolve the customer's issue.
・Handle all customer service needs and support
・Record details of customer conversations and actions taken
・To help sales teams in the region deploy leads, implement tags, optimize mobile ads performance, enable integration and troubleshoot issues that customers may have regarding their online ad campaigns.
・To engage in phone consultations with customers in which you will educate them on mobile website speed issues and guide them to fix issues where possible.
・Provide customer service support with exceptional customer service as well as train, investigate and troubleshoot client along implementation by Hangouts
・Troubleshooting for conversion, remarketing, dynamic remarketing, and analytics.
・Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the ISO9001 and ISO18295-1 Quality Management System of TDM.
・To provide a single point of contact for users.
・Deals with management of both routine and non-routine incidents and requests.
・Provision of first line support for incidents.
・Takes ownership for listening to and understanding basic customer problems Asking relevant questions to resolve typically known problems within required timescales.
・Knows when problems are 'beyond them' and escalates so they can be resolved
+ Language allowance 1,000 - 1,500
・Responsible for demonstrating the value and benefits of our moderately complex client’s products or services through customer engagement, with a primary focus on selling and/or renewing contracts.
・Depending on client engagement, could include lead qualification, lead conversion, health checks, voice of the customer, and/or revenue retention motions (product/service contract renewals, extension, upsell and expansion).
・Serves an assigned territory/client with moderate variables in geography and/or customer complexity.
・Responsible for developing an excellent level of product or service knowledge to support customer questions and promote offerings.
・Makes and receives calls with the intent of selling products/services or renewing existing contracts.
・May respond to customer inquiries by following standard scripts and procedures.
・Confirms competitiveness of client’s maintenance contracts and works towards assigned contract revenue goals.
・Understands and captures the Voice of the Customer for assigned client.