Customer Advocate Senior Associate - GBP (Hybrid)

Google Operations Center

2d•Hybrid

About The Position

Join Us! At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us! As a Customer Advocate Senior Associate, you will help customers in the moments that matter. You will be responsible for providing excellent customer service as you answer questions and resolve issues over call, chat and email.

Requirements

High school diploma or equivalent practical experience
Excellent written and verbal communication skills with strong attention to detail
Problem-solving and multi-tasking skills with the ability to adapt and adjust to business processes
2 years of strong work experience with Customer Service background

Nice To Haves

Previous contact center experience a minimum of 1 year
Knowledge or experience with Google Business Profile (GBP)
Demonstrated experience in fast-paced customer service and/or support environments with a passion for customer experience and satisfaction
College, advanced degree, or equivalent practical experience

Responsibilities

Performing call and chat support to the customers in line with the processes/procedures defined using effective, clear and professional written and oral communication
Provides prompt and efficient service to Customers including the appropriate escalation of customer issues
Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
Maintains performance metrics including quality, productivity, first contact resolution, and attendance
Actively seeks solutions through logical reasoning, data interpretation and data trends
Liaise with other departments and teams as required to resolve Customer issues and questions