Senior Process Associate - Customer Care

Job Summary

We are seeking a dedicated and customer-focused individual with at least one year of customer experience in an international call center environment to join our team as a Senior Customer Service Associate. The ideal candidate will be responsible for handling calls, emails, resolving customer queries, account-related tasks, and policy violations within advertising accounts.

Key Responsibilities

1.Billing Analysis & Client Communication: Analyze billing data, providing clients with detailed breakdowns of revenue and invested costs. Clearly explain complex billing concepts in a customer-friendly manner through phone and email.

1. Policy Violation Management: Investigate policy violations in ads served, collaborate with internal teams to identify solutions, and communicate effectively with customers regarding corrective actions and remedies.

2. Account Activation & Administrative Support: Handle account activation and perform other administrative tasks related to Ads accounts, ensuring smooth operational processes and timely completion of requests.

3. Customer Support & Service Level Adherence: Prioritize and address client requests in a timely manner, ensuring adherence to SLAs while maintaining a positive customer experience. Resolve customer issues efficiently and empathetically. Meet daily/monthly targets and quality benchmarks. Follow communication scripts and standard operating procedures.

Skill Requirements

1. Prior experience in a customer service role preferably dealing with North American or EMEA clients.

2. Strong analytical skills with the ability to interpret data and translate it into actionable insights.

3. Excellent written and verbal communication skills, particularly in explaining technical concepts to customers.

4. Ability to work efficiently in a night shift operational setup from Office

Other Requirements

1. Optional But Valuable Certifications In Customer Service Excellence Or Related Fields