Basic Info

Job Description

Responsible for delivering top-tier customer service while ensuring quality and timely support for business owners advertising online. The role involves campaign management, technical assistance, and customer relationship management.

Key Responsibilities:

• Customer Support & Communication:
  • Provide guidance to business owners on online advertising.
  • Explain technical details in simple terms.
  • Document customer inquiries, complaints, and resolutions.
• Advertising Campaign Management:
  • Set up and maintain Google AdWords campaigns.
  • Research and optimize keywords for ads.
  • Improve ad performance by analyzing data and adjusting bids/budgets.
  • Develop and refine text and display ads for better conversions.
• Performance Analysis & Reporting:
  • Track and interpret campaign performance data.
  • Prepare reports with insights and recommendations.
• SEO & Website Optimization:
  • Improve website ranking through SEO best practices.
  • Suggest content and structural changes for better search visibility.
  • Build effective link-building strategies.
• Customer Relations & Compliance:
  • Maintain relationships with high-end clients and assist with their applications, billing, and account issues.
  • Provide in-depth information on advertising programs and benefits.
  • Ensure compliance with program policies and Microsoft guidelines.
  • Handle returns, resolve customer cases, and follow up proactively.

Job Requirements

Education & Experience:

• Minimum high school diploma or equivalent required.
• Two years of post-secondary education may be required.
• 1 to 3 years of experience in customer service or contact center preferred.
• Experience in handling complex product lines and customer inquiries is a plus.
   

Technical Skills:

• Basic PC knowledge (MS Windows, Internet, MS Word, Excel, Access, Email).
• Typing proficiency and ability to use office equipment (multi-line phone, fax, copier).
• Experience with SEO/SEM, Google AdWords, Google Analytics, or Bing Certification is a plus.
   

Customer Service & Communication Skills:

• Strong customer service focus with the ability to handle business owners’ inquiries professionally.
• Excellent verbal and written communication in English (or the supported language).
• Strong listening and comprehension skills to understand customer needs.
• Ability to explain complex concepts clearly to non-technical users.
• Professional and business-like communication, especially when dealing with senior executives.
   

Problem-Solving & Decision-Making:

• Strong problem-solving and decision-making abilities.
• Ability to research and analyze information from multiple sources.
• Critical thinking skills to identify and resolve customer issues efficiently.
• Capacity to grasp and retain complex program rules and guidelines.
   

Time Management & Organization:

• Effective time management and multitasking abilities.
• Ability to manage multiple tasks independently and follow through with customer inquiries.
• Strong attention to detail and self-discipline in handling customer accounts.
   

Additional Skills:

• Results-driven with a persuasive sales approach.
• Ability to work under stressful conditions and long hours when needed.
• Self-starter with a proactive and independent work ethic.
• Ability to set and execute customer follow-ups and research tasks efficiently.