深圳招聘

Position Objective:

Customer Service & Disbursements Agents have a varied workload that is decided by the volume and variety of the team’s incoming workload. All duties are conducted within the limits of the procedures and guidelines for the team, which are updated as procedures change.

The following are the Customer Service & Disbursements Agents duties and responsibilities.

Duties and Responsibilities:

Act as second level customer support contact for variety of client related billing and payment queries for AdWords, disbursement queries for AdSense and Checkout.

Participate in invoicing run support.

Facilitate distribution support on post management and delivery if required.

Raise queries with financial institutions and internal teams.

Attend meetings and calls with client if required to discuss and review query status.

Ensure all queries are thoroughly investigated and answered in a professional and precise manner.

Liaise with and support internal departments as part of query resolution process

Resolve on complex and challenging queries

Establish and maintain good working relationships internally and externally with Google and other clients.

Daily and Ad hoc reporting.

Maintain daily work statistics while ensuring that workload is kept within agreed SLA.

Participating in training when provided and ensuring knowledge is in keeping with team standard

- requesting up training if required.

Attend and participate in Control Boards with Google if required.

Set-up of training manuals.

Set-up and maintenance of procedures.

Monitor reoccurring queries and look at ways to rectify issue.

Propose process improvements as ways to progress the team.

Skills and Experience:

University Degree, major in Finance, Accounting, or Economics.

Illustrates the ability to work as part of a team and has an interest in working in a team environment.

Is Numerate.

Illustrates the ability to use own initiative

Experience of Computer Applications an advantage

Experience in Customer Service Department would be an advantage.

Fluency in written English and Japanese is essential

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