Monroe Consulting Group Philippines, an executive recruitment firm, is recruiting on behalf of a leading global operations center that supports one of the world's most innovative technology companies. Our client is seeking a Digital Media Senior Associate - Customer Support for Shopping. This is a hybrid work setup based in the Philippines.
Job Summary:
As a Digital Media Senior Associate, you will support clients and advertisers using the company's commerce products by troubleshooting campaign issues, offering optimization recommendations, and collaborating with internal teams to enhance product performance.
Key Job Responsibilities:
- Provide support to clients and advertisers on all aspects of the company's commerce products, including AdWords, Analytics, and Shopping
- Provides prompt and efficient service to Account Managers including the appropriate escalation and consult channels
- Maintains acceptable performance metrics such as quality, productivity, timeliness, and attendance
- Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channels including improvement suggestions
- Liaise with other departments and teams as required to resolve Customer issues and questions
- Gather feedback from clients and internal teams to improve the products and services that the company offers
Key Job Requirements:
- Real time support experience (Chat support) and Phone as needed
- Experience in supporting Advertising products like AdWords (Search, Display, Shopping, Mobile), Google Analytics, with in-depth knowledge of various online advertising models (Search, Display, Shopping, Mobile, Video etc)
- Experience of handling LCS (Gold/Platinum) Customers (High Revenue)
- Strong customer service skills, including the ability to make decisions based on the best interests of the customers
- Analytical mindset, with the ability to recommend internal process improvements and to identify the information required for appropriate troubleshooting
- Highly responsible and productive under time pressure and able to prioritize high volumes of work
