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SME-CX-Multi Channel Helpdesk

SME-CX-Multi Channel Helpdesk

Cognizant

2 - 6 years

0 Lacs

haryana

Posted:1 week ago| Platform: Shine logo

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Skills Required

digital marketing customer support data analysis communication skills relationship building process improvement google adwords certified google ads active listening

Work Mode

On-site

Job Type

Full Time

Job Description

As a digital marketing professional with 2+ years of experience and a Google Adwords certification, you will be responsible for managing complex Google Ads campaigns for large clients. Your key responsibilities will include: - Serving as a trusted advisor to clients by providing expert guidance on billing methods, policy disapprovals, campaign strategy, optimization, and best practices. - Supporting real-time internal teams, handling escalated customer issues, and providing 24/7 support to agents for timely and accurate resolution. - Deep diving into client campaign data to identify performance opportunities and areas for improvement. - Playing a client-facing role in resolving escalated issues for complete closure. - Staying up-to-date on the latest Google Ads features and product updates to develop actionable strategies for clients. - Identifying and documenting best practices from consults data specifically relevant to Platinum clients. - Sharing deep-dives on top issue types consulted with L2 & pSMEs and staying updated on the latest Google Ads features, updates, and best practices internally. Your qualifications should include: - Graduation from any stream. - Google Adwords certification. - In-depth knowledge of Google Ads features, functionalities, and best practices across all campaign types. - Experience in customer-facing support roles in phone, chat, and email channels. - A passion for staying up-to-date on the latest Google Ads developments and industry trends. Additionally, you should possess the following skills: - In-depth knowledge of Google products and services related to troubleshooting. - Passion for the product and customer. - Excellent analytical skills to interpret complex campaign data and identify trends. - Strong communication skills to explain technical concepts clearly. - Experience in collaborating with clients at a strategic level and building strong relationships. - Understanding of advertisers" needs and behavior. - Ability to identify and prioritize process improvement opportunities. - Active listening skills to understand customer needs effectively.,

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SME-CX-Multi Channel Helpdesk