Are you a tech-savvy customer service professional with a sharp eye for detail and a passion for helping teams succeed?
We are looking for a Customer Experience Specialist to join our global Customer Success Team. In this role, your primary focus will be providing critical administrative and technical support to our UK-based Customer Success managers and clients. You will be the engine room behind our client satisfaction, ensuring data integrity, resolving content issues, and helping us deliver a best-in-class service experience.
What You’ll Do (Key Responsibilities)Support Client-Facing Teams & SLA Management: Provide prompt, accurate responses to internal support tickets. Prioritize and manage tasks efficiently to meet designated SLAs and ensure consistent, high-quality service.
Content & Issue Investigation: Deep dive into service and content delivery issues. This includes identifying and processing irrelevant or missed content and logging external delivery issues with third-party providers.
Drive Client Retention & Satisfaction: Proactively identify service gaps, suggest process improvements, and ensure our front-line teams have all the information they need to effectively support clients. You will also assist with client service reviews.
CRM & Data Integrity: Maintain accurate data entry and reporting within our core systems, including Vuelio and Intercom, to ensure total data integrity.
The Essentials:
Experience: Minimum of 1 year in a dedicated Customer Service or Admin Support role.
Education: Tertiary qualification.
Communication: Excellent written and verbal English communication skills (you'll be supporting a UK market).
Tech Skills: Highly proficient in standard office applications. Experience with CRMs is highly desirable.
Desirable Qualities:
Strong problem-solving skills and close attention to detail.
Ability to prioritize tasks effectively under pressure and meet deadlines.
An enthusiastic, self-managed approach with a strong sense of personal responsibility.
A genuine interest in news and current affairs.
Skills Required
- At least 1 year of experience in a dedicated Customer Service or Administrative Support role
- Tertiary qualification
- Excellent written and verbal English communication skills
- High proficiency in standard office applications
- Experience with CRM systems
- Strong problem-solving skills and attention to detail
- Ability to prioritize tasks under pressure and meet deadlines
- Enthusiastic, self-managed approach with personal responsibility
- Genuine interest in news and current affairs
What We Do
We are the Asia-Pacific region's leading media intelligence company; empowering clients to understand their brand and reputation since 1982. Our clients are diverse, ranging from globally renowned brands right through to government bodies and not for profit organisations. Isentia was acquired by UK based company Access Intelligence on September 1st, 2021 and the future looks bright as we join forces to become a global leader in media intelligence. Our mission is to create actionable insight from complex communication channels. With powerful technology and clever people, we deliver what’s relevant when our clients need it, driving decisions and opening possibilities.
