Customer Experience Specialist

Isentia; Metro Manila; On-site; PHP 300,000 - 480,000; Full time

Job summary

Isentia in Metro Manila, Philippines, seeks a Customer Experience Specialist to join the global Customer Success Team. You will support UK‑based managers and clients, ensuring data accuracy and timely resolution of issues to deliver a best‑in‑class service experience.

Responsibilities include admin support, content issue investigation, CRM data integrity, and proactive recommendations to improve client satisfaction. Excellent English and detail orientation are essential.

Qualifications

• Minimum 1 year in a dedicated customer service or admin support role.
• Proficiency with standard office applications and CRMs.
• Strong written and verbal English communication.

Responsibilities

• Provide prompt, accurate responses to internal support tickets and meet SLAs.
• Investigate content issues, log delivery issues with third‑party providers.
• Support client retention and satisfaction through proactive service improvements.
• Maintain data integrity in core systems like Vuelio and Intercom.

Skills

English communication

Detail orientation

Administrative support

Data entry

Education

Tertiary qualification

Tools

Vuelio

Intercom

CRM software

Job description

About The Role

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.

Qualifications

• 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.