Roles & Responsibilities:
- Manage advertiser interactions through live chat, email, and ticketing systems (e.g., Zendesk, Sales force Service Cloud, Freshdesk).
- Support advertisers with ad review outcomes, policy compliance, and appeal submissions, ensuring all cases follow platform guidelines.
- Assist with billing inquiries, invoice clarifications, payment method issues, and refund requests.
- Provide step-by-step guidance on campaign setup, ad creation,and account settings using internal knowledge bases and SOPs.
- Accurately document all customer interactions, resolutions, and follow-ups in the CRM/ticketing system.
- Adhere to defined SLAs for response time, resolution quality, and customer satisfaction.
- Escalate technical or complex cases to Tier 2 when necessary, ensuring clear notes and background context.
- Identify recurring issues and share feedback with leads and quality teams to improve advertiser experience.
- Work in rotational shifts to support global advertisers and maintain 247service coverage.
Qualifications:
- Bachelor's degree or equivalent experience in Business, Marketing, Communications, or related field.
- 02 years of experience in customer or technical support, preferably in a digital advertising or BPO environment.
- Strong understanding of digital advertising concepts and familiarity with TikTok Ads, Meta Ads, or Google Ads.
- Excellent written and verbal English communication; multilingual proficiency is a plus.
- Experience handling billing, payment, or compliance related queries preferred.
- Proficient with ticketing and CRM systems; ability to multitask across multiple live interactions.
- Customer-centric, detail oriented, and comfortable working under defined KPIs and performance targets.
