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 responsibility.Genuine interest in news and current affairs.
• Self-motivated and results driven.