Customer Experience Specialist

2 days ago

Ortigas Center Pasig Philippines Isentia Full time


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, which can include: investigating issues impacting clients, investigating and resolving content issues, resolving client queries in a timely and accurate manner, CRM data entry, and 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 the 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 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 is desirable.

DESIRABLE:

  • Strong problem resolution skills.

  • Ability to work to deadlines and under pressure.

  • Close 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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