Customer Experience Specialist
Customer Experience Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
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 interest in news and current affairs.
- Self-motivated and results driven.
Employment Type
Full Time
