This position offers you the opportunity to work alongside one of our high profile clients who specialise in internet based searching and video sharing platforms. As a CSR Online Advertising Specialist you will be providing high quality customer assistance to our Client’s customers. In this role you will be working on our client’s site to apply an understanding of their products and drive ROI to an existing customer starting of small and medium business accounts with further development opportunities. Key activities include customer account reviews, upselling, pro-actively establishing client satisfaction and ensuring adaptation of account optimisation.
Duties and Responsibilities
- Provide high quality online customer service via phone, chat and email that exceeds the customers’ expectations
- Deliver efficient troubleshooting and query resolution
- Assist customers with account optimisation through various communication channels including social networks
- Upsell additional product features to existing B2B customers
- Identify, qualify and overcome customer objections
- Ability to research and develop knowledge of customers products and services
- Collaborate with other departments to resolve customer escalations within agreed timeline
- Meet deadlines with a fast paced environment
- Use initiative to identifying trends and/or process improvements
- Participate in on-going product training and process upskilling
- Gain an in depth knowledge and understanding of all online advertising services including PPC, Maps, Analytics, Shopping and Search
Required Qualifications & Experience
- Fluency in written and spoken English and the required language for this role is essential
- Preferably 1 years’ experience in a customer service related field
- Excellent communication and negotiation skills and confidence in dealing with customers
- Comfortable working in an online environment with general computer literacy
- Strong analytical and problem solving abilities
- Self-motivation to meet and exceed individual and team targets
- General knowledge of social media and digital platforms
- Ability to work individually and as part of a team
- BA/BSc degree or equivalent is preferable but not essential
Competencies
- Solutions Orientated
- Initiative
- Collaboration
- Organizational commitment
- Customer Focus
- Teamwork
- Organization & Planning
- Results Orientated
- Attention to detail
- Problem Solving & Information Gathering
- Resilience & Adaptability
What we offer
- Vibrant, multi-cultural environment
- Career & Personal Development
- Quarterly performance bonus
- Comprehensive Benefits Package including
- Subsidized Life Insurance
- Private medical care package
- Cafeteria program with wide range of employee benefits (including Multisport)
- Work in a modern office environment with access to free snacks and drinks
About Majorel
At Majorel, we create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology we deliver real impact for our partners.
Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team. Majorel is an equal opportunities employer and embraces diversity and does not discriminate on the grounds gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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