We are hiring for International Process (Blended) - Digital Marketing
Job Summary
We are seeking a dedicated and customer-focused individual with at least one year of customer experience in an international call center environment to join our team as a Senior Customer Service Associate. The ideal candidate will be responsible for handling calls, emails, resolving customer queries, account-related tasks, and policy violations within advertising accounts.
Key Responsibilities
- Billing Analysis & Client Communication: Analyze billing data, providing clients with detailed breakdowns of revenue and invested costs. Clearly explain complex billing concepts in a customer-friendly manner through phone and email.
- Policy Violation Management: Investigate policy violations in ads served, collaborate with internal teams to identify solutions, and communicate effectively with customers regarding corrective actions and remedies.
- Account Activation & Administrative Support: Handle account activation and perform other administrative tasks related to Ads accounts, ensuring smooth operational processes and timely completion of requests.
- Customer Support & Service Level Adherence: Prioritize and address client requests in a timely manner, ensuring adherence to SLAs while maintaining a positive customer experience. Resolve customer issues efficiently and empathetically. Meet daily/monthly targets and quality benchmarks. Follow communication scripts and standard operating procedures.
Skill Requirements
- Min 1yr of experience in internation voice process
- Prior experience in a customer service role preferably dealing with North American or EMEA clients.
- Strong analytical skills with the ability to interpret data and translate it into actionable insights.
- Excellent written and verbal communication skills, particularly in explaining technical concepts to customers.
- Ability to work efficiently in a night shift operational setup from Office
Interested applicants can reach out to us on 9347964330 - Kiran
Email: atlurikiran.kumar@hcltech.com
