Role & responsibilities

- Omnichannel Support: Handle inbound and outbound interactions via Email, Chat, and Phone with high proficiency, managing concurrent customer interactions in a blended channel environment independently .
- Troubleshooting & Resolution: Diagnose and resolve technical and functional issues related to Google Ads accounts (e.g., campaign setup, billing irregularities, ad disapproval, conversion tracking), striving for first-time resolutions .
- Context-First Diagnosis: Move beyond scripted responses to understand the root cause of the advertiser's issue by reviewing historical case data and gathering context from long conversations to proactively anticipate advertiser needs .
- AI-Augmented Workflow: Utilize internal AI tools and Large Language Models (LLMs) to summarize cases, retrieve policy data quickly,



and draft personalized responses without requiring in-depth knowledge of creating or refining AI modules .
- Process Adherence & Documentation: Demonstrate solid adherence to set processes (UI navigation, troubleshooting steps, facts documentation) and maintain rigorous workflows such as sending cases for precheck before responding, tracking follow-ups, and managing reopens .
- Customer Advocacy: Act as an internal advocate for advertisers by documenting bugs, trends, and platform friction points, ensuring high Customer Satisfaction (CSAT) and Resolution scores from start to finish .
- Those who are interested then please drop me your resume over the whatspp (phone hidden) or you can mail me -yogesh.rathore@teleperformance,com

📌 Customer Support Associate (Gurugram)
🏢 TP
📍 Gurugram