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Customer service representative

4 months ago

Klang, Selangor, Malaysia Teleperformance Full time
Overview Responsible for providing industry-leading customer service while meeting the quality and schedule expectations of thecompany's customers. Provides advice and supports to business owners regarding advertising on the internet. Qualifications Minimum high school diploma or equivalent, required

  • Two years post high school education may be required.
  • 1 to 3 years prior contact center or customer service experience preferred
  • Ability to handle more complex product lines and customer inquiries
  • Demonstrated problem solving and decision making skills
  • Effective time management and organizational skills
  • Experience in Windows and Internet-based environment required
  • Previous SEO/SEM experience will be considered a plus
  • Knowledge in Ad Words, Google Analytics or Bing Certified is a plus
  • Understand basic marketing strategy of an online advertising program
  • Excellent Customer service focus
  • Ability to deal with a variety of business owners and resolve inquiries in a friendly and polite manner
  • Results driven
  • Strong persuasive selling skill Ability to make independent decisions
  • Excellent organizational skills and follow through discipline
  • Excellent written and oral communication skills in English or the language being supported
  • Excellent listening and comprehension skills
  • Ability to work with complex procedures and program guidelines
  • Basic familiarity with PCs, including MS Windows Operating System and the Internet
  • Basic knowledge of Microsoft Word, Access, Excel, e-mail
  • Independent worker, a self-starter, detail oriented and analytical
  • Excellent typing skills
  • Problem solving skills
  • Requires the use of office equipment such as multi-line telephone systems, fax machine, copy machine
  • Requires the ability to work long hours and endure stressful conditions
  • Required to effectively communicate and work with professionals in other departments and customers, which maylead to independent decision making
  • Capacity for Complexity – Due to the depth of business rules surrounding programs, CSRs must have the ability tograsp and retain complex program rules
  • Problem Solving/Critical Thinking – As many issues will require detailed research in different tools, CSRs mustbe able to solve difficult customer issues using multiple information sources and be able to relate different datapoints together in context of the problem
  • Communication skills – Given the depth and breadth of the program, CSRs must be able to articulate complexconcepts in a way that customers can understand them. Also, given the maturity of customers calling the contact Responsibilities Researching information; assembling and forwarding information; verifying customer's understanding of informationand answer. Communicates technical matters in laymen's terms
  • Records customer inquiries by documenting inquiry and response in customers' accounts; captures and documentscustomer complaints
  • Create and provide day to day maintenance of campaign in Ad Words
  • Research keywords as well as develop and optimize text and displays ads in conjunction with the marketing team toincrease conversions and reduce costs
  • Conduct daily bid and budget optimization of campaigns
  • Analyze campaign data, interpret and synthesize results, and recommend action to optimize campaigns andkeywords.
  • Prepare reports to communicate campaign performance to advertisers
  • Recommend changes to website architecture, content, linking and other factors to improve SEO positions for targetkeywords
  • Continually update knowledge of latest industry best practices and strategies and deploy these when appropriate
  • Implement SEO strategies to optimize organic search rankings
  • Perform keyword search, make SEO recommendations for website content and develop link building strategies
  • Contribute to advertiser's campaign performance report, using data to tell stories and provide actionable insights
  • Nurturing high-end clientele and be contact person for status of application and orders, billing and/or paymentissues, customer profiles, program and campaign information
  • Assists customers in required processes including but not limited to in depth information on program benefits, termsand conditions, application options, as well as technical support on tools, and resolving any open issues with thecustomer
  • Processes application materials and other assigned tasks and makes compliance decisions in accordance withprogram requirements and Microsoft guidelines
  • Processes and investigates returns and/or manages customer cases to resolution