Customer Experience Specialist needed in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Customer Experience Specialist

Company: WORKHUB AGENCY

Job Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Type: FULL_TIME - (HYBRID)

Job Salary: 0 USD per month.

Date Posted: April 06, 2025

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Job Description

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.1. Deliver customer service and support to Isentia clientsProvide 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 clientsInterpreting client Relevance requirementsDeep 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, 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 4. Quickly and Accurately resolve client queries.Investigate relevance queries from clients and AMT, providing quick and accurate resolutions. ESSENTIAL:Minimum 1 year Customer Service experienceTertiary QualificationExcellent written and verbal communication skillsHighly proficient in English and Malay LanguageUnderstanding of Big Data PrinciplesExposure to Search Engines and Boolean LogicTechnically 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.

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