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Technical Product Advocate

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia TDCX Full time
Our Mission

To deliver exceptional customer experiences and drive business growth for our clients through innovative solutions and expert support.

Job Responsibilities

As a Technical Product Specialist at TDCX, your primary responsibility is to provide post-sales support for our client's digital advertising products. This involves:

  1. Resolving Queries: Collaborate with in-house product operations & engineering groups to resolve all types of queries.
  2. Managing Case Volumes: Work on case volumes across email and chat channels.
  3. Driving Customer Satisfaction: Ensure service quality through case journey and provide regular updates across touch points.
  4. Adhering to Service Levels: Achieve Best in Class productivity, impacting resolution times for end customers.
  5. Educating Advertisers: Partner with in-house technical specialists to educate advertisers on product features and common issue types.
Qualifications and Requirements
  • Minimum SPM/Diploma/ Degree in any discipline.
  • Full professional proficiency (written and verbal) in English and Mandarin.
  • Possess a high level of problem resolution ability to identify the cause of the issues and provide a holistic solution, at the first contact.
  • Strong interest in digital advertising technology and social media products, and ideally experience running marketing campaigns (for agency or own business).
  • Comfortable working in a contact centre (voice/chat based) environment and willing to observe a shift schedule which may include weekends.