Customer Experience Specialist

5 hours ago

Pasig, National Capital Region, Philippines Isentia Full time ₱150,000 - ₱250,000 per year

JOB PURPOSE:

Customer Experience Specialists work as part of the broader Customer Experience Team tasked with providing best in class service to our clients. The role involves providing Admin & Relevance Support to both clients and AMT, which can include: working on client briefs, building search queries in Legacy, Isams, or Pulsar Platforms, investigating issues impacting clients, resolving client queries in a timely and accurate manner, CRM data entry.

Main duties and responsibilities

  1. Deliver customer service and support to Isentia clients

  2. Provide excellent, prioritised customer service.

  3. Deliver consistent, high-quality service to clients by performing tasks as requested with a high level of accuracy, including processing of irrelevant and missed content.

  4. Timely resolution of client issues.

  5. Provide Relevance support to clients

  6. Interpreting client Relevance requirements

  7. Deep understanding of the client briefs, able to tailor client keywords.
  8. Intermediate skills in Search Logic in either Isentia or Pulsar Platforms.
  9. Assist in client retention activities; help conduct regular brief reviews.

  10. Proactively develop and improve client relevance outcomes.

  11. Report and record data in Isentia systems including Salesforce CRM, Brief Admin and DaaS Management App

  12. Enter data in Salesforce CRM as per activity and client feedback for client intelligence.

  13. Maintain client briefs and delivery sets in Brief Admin and DaaS Management App, ensuring accuracy

  14. Quickly and Accurately resolve client queries.

  15. Investigate relevance queries from clients and AMT, providing quick and accurate resolutions.

SKILLS AND EXPERIENCE:

ESSENTIAL:

  • Minimum 1 year Customer Service experience
  • Tertiary Qualification
  • Excellent written and verbal communication skills
  • Highly proficient in English Language
  • Understanding of Big Data principles
  • Exposure to Search Engines and Boolean Logic
  • Technically proficient in a range of office applications, Salesforce 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.
  • Team Player.
  • 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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