• Functions as the Point of Contact (POC) for customers and team members involved in the Managed SEO campaign
• Conducts a campaign walkthrough with the SEO Specialist to discuss the scope and campaign timelines
• Provides timely and accurate updates on campaign statuses, milestones and deliverables to the customer and the team handling the campaign
• Coordinates with customers with new orders and needing campaign assistance
• Assist customers in purchasing the recommended product or service that they need
• Works with the Business Development Specialists (BDS) to on-board new clients and develops existing client relationships
• Establishes rapport with clients by ensuring campaigns are fulfilled within the service scope, based on their requirements and deliver reports within schedule
• Ensures all information and statuses are updated across our system tools
• Communicates with the customers in the most understandable and composed manner, and resolves promptly issues raised by them
• Develops a trusted advisor relationship with the key accounts, customer stakeholders, and executive sponsors
• Provides customer support on bookings for MSEO Services through email and phone
• Deliver excellent customer service on a day-to-day basis
• Ensures to take responsibility and ownership of the campaigns handled
• Ensures that campaign reports are delivered on a timely manner
• Identifies issues with the current processes and provides alternatives and/or solutions to the Team Leader
• Deals promptly and swiftly on escalated cases due to bad customer service and/or poor SEO results
• Accommodates any ad hoc requests from clients and provides consultations, if necessary
• Abides all processes and guidelines directed by the department head and other departments
  
  
  

• Must have at least 3 years of experience working for a BPO setup
• Must have at least 1 year of SEO experience is a bonus
• Must have a good understanding on account management and internet technology
• Must be knowledgeable in using a CRM and MS Office Tools
  
  
  

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another’s differences. We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity groups where you can network and connect with Newfolders globally.
• We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 175k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!
• Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with #teamnewfold!
  
  
  

Please refer to job description.