Customer Experience Specialist

Customer Experience Specialist

Isentia

Job Purpose

The Customer Experience Specialist supports the UK‑based Customer Success team by investigating client issues, resolving content problems, answering tickets promptly and accurately, managing CRM data entry, and logging issues using third‑party and proprietary software.

Work schedule

4:00 PM to 1:00 AM, Monday to Friday.

Main Duties And Responsibilities

• Deliver customer service support to client‑facing teams.
• Provide prompt and accurate responses to Client Success tickets.
• Prioritise tickets according to designated SLAs.
• Deliver consistent, high‑quality service to clients by performing tasks as requested with a high level of accuracy.
• Investigate service issues, including the processing of irrelevant and missed content.
• Log content delivery issues with third‑party providers.
• Drive client retention and achieve excelle...