Customer Advocate Senior Associate - GBP (Hybrid)

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.

Position 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

Required Skills

• 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

Preferred Qualifications

• 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

Required Certifications

• N/A

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage

• We support your family with gender-neutral baby bonding leave, 24-26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC is not responsible for any fees related to unsolicited resumes.

Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at [email protected].