JOB PURPOSE:

Customer Experience Officer works as part of the broader Customer Experience Team tasked with providing best in class service to our clients. The role involves providing Admin Support to both clients and AMT, which can include: investigating issues impacting clients, resolving client queries in a timely and accurate manner, CRM data entry, missed content investigations and content requests, resolving Isentia Platform issues for clients.

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.

1. Provide administrative support primarily to sales and account management teams

• Proactively develop and improve processes to service clients.
• Assist in client retention activities; help conduct regular brief reviews.
• Identify issues and implement solutions to ensure a more accurate service for the client.
• Provision of a professional and efficient administration service to the account management team.
• Proactively develop and improve service to the account management team.
• Proactive in identifying areas where procedures / administration tasks could be improved.

1. Report and record data in Isentia systems including Salesforce CRM, Pulsar
   Platform, 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.
• Maintain accurate data on client issues, particularly miss and return investigations.

SKILLS AND EXPERIENCE:

ESSENTIAL:

• Minimum 1 year Customer Service experience
• Tertiary Qualification
• Excellent written and verbal communication skills
• Highly proficient in English Language
• 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.
• xSelf-motivated and results driven.