An Advertising support associate is expected to resolve the Advertiser’s queries, address any system issues, drive process improvements and contribute to a healthy team environment while meeting the goals on KPIs (Key Performance Indicators). The Advertising Support Associate
• provides prompt and efficient service to Advertisers, uses knowledge and Standard. Operating Procedure guidance to understand the advertisers issue and resolves or escalates as applicable.
• proactively reports operational challenges to manager/team lead and escalates to the right contacts.
• demonstrates effective, clear and professional written and oral communication across different channels like email, chat and phone.
• actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions.
• contributes to a positive work environment and proactively aids teammates with difficult contacts as needed.
• maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
• adheres to the provided schedule and appraises the concerned persons about any reasons for miss.