Customer Support, Scaled Service Excellence

2 weeks ago


Gurgaon, Haryana, India Google Full time ₹ 9,00,000 - ₹ 12,00,000 per year
Hyderabad, Telangana, India; Gurugram, Haryana, IndiaMinimum qualifications:
  • Bachelor's degree or equivalent practical experience.
  • 2 years of experience in a project or program management, consulting or client-facing role.

Preferred qualifications:
  • 2 years of experience in a client-facing role.
  • Experience in data analysis, dashboards creation and identification of product and business insights.
  • Experience using Google Ads or other online advertising solutions and the media landscape.
  • Experience in managing escalations such as customer communications, filing bugs to engineering etc.

About The Job

Responsibilities
  • Prioritize and deliver customer service throughout the customer journey, troubleshooting and resolving issues interacting directly with Google's advertisers.
  • Apply product expertise solving technical customer issues and escalations.
  • Work closely with cross-functional teams to meet shared goals.
  • Own and drive customer experiences for a designated portfolio of clients ensuring resolution of issues and customer satisfaction.
  • Analyze data and insights to identify systemic improvement opportunities and own and execute projects to lead improvements in product, technology, operational process and customer awareness.



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