Customer Experience Specialist

1 week ago

Pasig, National Capital Region, Philippines Isentia Full time ₱250,000 - ₱500,000 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

  • Provide excellent, prioritised customer service.
  • 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.
  • Timely resolution of client issues.

2. Provide Relevance support to clients

  • Interpreting client Relevance requirements
  • Deep understanding of the client briefs, able to tailor client keywords.
  • Intermediate skills in Search Logic in either Isentia or Pulsar Platforms.
  • Assist in client retention activities; help conduct regular brief reviews.
  • Proactively develop and improve client relevance outcomes.

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

  • Enter data in Salesforce CRM as per activity and client feedback for client intelligence.
  • Maintain client briefs and delivery sets in Brief Admin and DaaS Management App, ensuring accuracy

4. Quickly and Accurately resolve client queries.

  • 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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