Customer Experience Specialist

4 weeks ago

Metro Manila Philippines Isentia Full time

Customer Experience Specialist – Isentia Job Purpose The Customer Experience Specialist works as part of the broader Customer Success Team tasked with providing best in class service to our clients. The primary focus is providing Admin Support to the UK based Customer Success team, including investigating issues, resolving client queries, CRM data entry, and using 3rd Party and proprietary software to log issues. Work Schedule 4:00 PM to 1:00 AM, Monday to Friday. Main Duties And Responsibilities Deliver customer service support to Client-facing teams. Provide prompt and accurate responses to Client Success tickets. Prioritise tickets according to designated SLAs. Deliver consistent, high-quality service to clients. Investigate service issues, including the processing of irrelevant and missed content. Log content delivery issues with 3rd Party providers. Drive client retention and achieve excellent service ratings. Identify issues and suggest solutions to improve service accuracy. Proactively develop and improve processes to service clients. Ensure Client-facing staff have all the information they need to service clients effectively. Assist in client retention activities; help conduct service reviews. Report and record data in Vuelio systems, including Intercom. Accurate CRM data entry in Intercom, ensuring data integrity. Requirements Minimum 1 year of Customer Service experience. Tertiary Qualification. Excellent written and verbal communication skills. Highly proficient in the English Language. Technically proficient in a range of office applications; CRM experience desirable. Desirable Strong problem resolution skills. Ability to work to deadlines and under pressure. High attention to detail. Ability to prioritise tasks. Commitment to personal development. Enthusiastic approach – self‑managed. Strong customer service focus. Dedication to quality and a sense of personal responsibility. Genuine interest in news and current affairs. Self‑motivated and results‑driven. #J-18808-Ljbffr

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