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 Policy. This is a hybrid work setup based in the Philippines.
Job Summary:
As a Digital Media Senior Associate, you will support internal teams and external clients by troubleshooting campaign performance issues in products like AdWords and Analytics, ensuring ad products function effectively and deliver optimal results.
Key Job Responsibilities:
- Demonstrates effective, clear and professional written and oral communication
- Provides prompt and efficient service to Customers and Account Managers including the appropriate escalation of Customer's issues
- Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
- Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
- Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
- Liaise with other departments and teams as required to resolve Customer issues and questions
Key Job Requirements:
- Excellent written and verbal communication skills
- Minimum BA/BS degree or equivalent practical experience with a strong academic record
- Two to six years of solid customer support/troubleshooting experience using online advertising/analytics products or hardware troubleshooting products. Email, Chat and Phones.
- 1- 2 years' experience in supporting advertising products like Adwords (Search, Display, Shopping, Mobile), Google Analytics with an in-depth understanding of various online advertising models (Search, Display, Shopping, Mobile, Video etc).
