At Majorel, we create amazing customer experiences that people
value and we are proud of. By combining talent, data, and
technology we deliver real impact for our partners.
Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.
Majorel is an equal opportunities employer and embraces diversity and does not discriminate on the grounds of gender, age, ethnicity, race, nationality, religion, disability, gender identity, sexual orientation, marital or civil partnership status.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
As a CSR Online Advertising Specialist you will be providing high quality customer assistance to our Client’s customers. In this role you will be working on our client’s site to apply an understanding of their products and drive ROI to an existing customer starting of small and medium business accounts with further development opportunities. Key activities include customer account reviews, upselling, pro-actively establishing client satisfaction and ensuring adaptation of account optimisation.
Duties and Responsibilities
Provide high quality online customer service via phone, chat and email that exceeds the customers’ expectations
Deliver efficient troubleshooting and query resolution
Assist customers with account optimisation through various communication channels including social networks
Upsell additional product features to existing B2B customers
Identify, qualify and overcome customer objections
Ability to research and develop knowledge of customers products and services
Collaborate with other departments to resolve customer escalations within agreed timeline
Meet deadlines with a fast paced environment
Use initiative to identify trends and/or process improvements
Participate in on-going product training and process upskilling
Gain an in depth knowledge and understanding of all online advertising services including PPC, Maps, Analytics, Shopping and Search