The Client Support Executive is responsible for end-to-end servicing of clients media requirements across the ANZ region on weekends and public holidays (in conjunction with Weekend Account Executive/s) and will ensure clients are well-supported with any issues that arise.
The Client Support Executive (as part of the Client Support team) will liaise with internal teams and clients on issues including Daily Briefings, Product Orders, Content Requests, and general platform support and assistance. The team will provide solutions to support clients, and ensure issues are escalated appropriately as required to the relevant Account Management Team for follow-up.
Working schedule: 11am - 8pm AEST Thursday-Monday. The office day is Monday.
Deliver high-quality customer service and support to Isentia clients
Provision of professional and efficient service to clients.
Deliver consistent, high-quality service to clients by performing tasks as required with a high level of accuracy.
Timely resolution of client issues, escalating issues as required.
Monitor live news which is breaking on social media channels, broadcast and online news to
ensure the media agenda is known at all times.
Proactively alerts clients to relevant media issues in a timely manner. This may include content from Social Media, TV, Radio, Print, or Online.
Demonstrates a sense of urgency when dealing with clients and an understanding of how an issue may impact their business.
Identifies potential upsell opportunities for additional content/services and passes this intel to the relevant Account Management Team.
Proactively identify areas where procedures/tasks could be improved.
Contributes towards a high performing team
Develops strong and effective working relationships within both the client support team and other colleagues at Isentia to ensure growth
Ensures successful communication and accurate transfer of information, works with all areas of the business, with a focus on key interactions with Commercial Teams, Operations, and Briefings teams
Actively contributes to team workloads and team goals
Demonstrates respect for other team members contributions and a willingness to learn from them.
Willingly does whatever work is necessary to get the job done successfully. Promotes team working through proactive and open communication.
Report and record data in Isentia systems and salesforce CRM
Provide effective and efficient service to clients using Isentia tools, including Cases, Chat, and Phone
Capture client data in Salesforce CRM for client intelligence
Collaborate with internal teams using Isentia tools, systems and processes.
Requirements
Candidates must be a College Graduate in Bachelor of Mass Communication, Journalism, Broadcast Communication, Sales, Management, or any related courses.
Has 1 year or more of working experience in Customer Service experience and in a B2B sales/service environment is desirable.
Knowledgeable in Microsoft Applications (MS Word, MS Excel, MS PowerPoint) and G-Suite.
Excellent in written and oral English communication skills.
Excellent in spelling and grammar.
Can start as soon as possible.
Willing to be assigned at Ortigas, Pasig City.
Technical Skills:
Strong research and analytical skills.
Strong problem resolution skills.
Ability to build and develop client relationships.
Ability to work to deadlines and under pressure.
Attention to detail.
Ability to prioritise tasks.
Personal Qualities:
Commitment to personal development.
Enthusiastic approach self managed.
Strong customer service focus.
Team Player.
Dedication to quality and a sense of personal responsibility.
Digital/Social media savvy.
Genuine interest in news and current affairs.
Self-motivated and results driven
