Customer Experience Specialist
4 days ago
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.
Responsibilities- 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
- 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
- Report and record data in Isentia systems including Salesforce CRM, Brief Admin, iSAMS, and DaaS Management App
- Enter data in Salesforce CRM as per activity and client feedback for client intelligence
- Maintain Brands, client briefs, and delivery sets in Brief Admin, iSAMS, and DaaS Management App, ensuring accuracy
- Quickly and accurately resolve client queries
- Investigate relevance queries from clients and AMT, providing quick and accurate resolutions
- Minimum 1 year Customer Service experience
- Tertiary Qualification
- Excellent written and verbal communication skills
- Highly proficient in English and Malay 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
- Genuine interest in international news and current affairs, especially in the Southeast Asia Region
- 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
- Self-motivated and results-driven
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