Customer Experience Specialist

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

Requirements

ESSENTIAL:

• 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

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
• Self-motivated and results-driven