Customer Experience Specialist at Isentia Group Limited

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

16 Mar, 26

Salary

0.0

Posted On

16 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, CRM Experience, Problem Resolution, Attention to Detail, Time Management, Self-Motivation, Results-Driven, Client Retention, Data Entry, Process Improvement, Service Reviews, Technical Proficiency, Enthusiasm, Quality Commitment, Interest in News

Industry

Public Relations and Communications Services

Description

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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Responsibilities

The Customer Experience Specialist provides admin support to the UK-based Customer Success team, focusing on resolving client issues and ensuring high-quality service. Responsibilities include investigating service issues, logging content delivery problems, and assisting in client retention activities.