Digital Advertising Expert

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia TDCX Full time
Job Overview

We are seeking a highly skilled Technical Product Specialist to join our team at TDCX. As a Technical Product Specialist, you will play a critical role in providing post-sales support for our client's digital advertising products.

About the Role

You will be responsible for resolving queries from enterprise users across generic, technical, and product-related enquiries. Your primary goal is to provide a successful customer service experience through email/chat interactions and outbound calls when required.

Your key responsibilities include:

  1. Query Resolution: Own and drive query resolution through collaboration with in-house product operations & engineering groups to resolve all types of queries.
  2. Case Management: Work on case volumes across email and chat channels.
  3. Customer Satisfaction: Drive overall customer satisfaction metrics ensuring service quality through case journey and providing regular updates across touch points.
  4. Service Levels: Drive adherence to service levels across channels and achieve Best in Class productivity, impacting resolution times for end customers.
  5. Product Education: Partner with in-house technical specialists to educate advertisers on product features and common issue types.
Qualifications
  • 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.


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