Customer Experience Specialist

2 days ago

Philippines Isentia Full time $25,000 - $40,000 per year

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, which can include: investigating issues impacting clients, investigating and resolving content issues, resolving client queries in a timely and accurate manner, CRM data entry, using 3rd Party and proprietary software to log issues.

Work schedule: 4:00 PM to 1:00 AM from Monday to Friday.

Main duties and responsibilities:

1. 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 by performing tasks as requested
  • with a high level of accuracy.
  • Investigate service issues, including processing of irrelevant and missed content.
  • Log content delivery issues with 3rd Party providers.

2. Drive client retention and achieve excellent service ratings.

  • Identify issues and suggest solutions to ensure a more accurate service for the client.
  • Proactively develop and improve processes to service clients.
  • Ensure Client facing staff are provided with all the information they need to service
  • clients effectively.
  • Assist in client retention activities; help conduct service reviews.

3. Report and record data in Vuelio systems including Intercom

  • Accurate CRM data entry in Intercom ensuring data integrity.
Requirements

ESSENTIAL:

  • Minimum 1 year Customer Service experience
  • Tertiary Qualification
  • Excellent written and verbal communication skills
  • Highly proficient in English Language
  • Technically proficient in a range of office applications, CRM experience is 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.

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