Customer Experience Specialist

Isentia; Pasig; On-site; PHP 260,000 - 380,000; Full time

Job summary

Isentia in Pasig, Philippines is seeking a Customer Experience Specialist to support UK-based client success teams. The role emphasizes data integrity, issue resolution, and delivering a best-in-class service experience.

The ideal candidate has at least 1 year in customer service or admin support, tertiary education, and strong English communication. Proficiency with standard office software and CRM is highly desirable, supporting a fast-paced, detail-oriented environment.

Qualifications

• Minimum of 1 year in a dedicated Customer Service or Admin Support role.
• Tertiary qualification is required.
• Excellent written and verbal English communication.
• Proficient in standard office applications; CRM experience desirable.

Responsibilities

• Support internal client-facing teams and manage SLAs to ensure high-quality service.
• Investigate content and service issues and log external delivery issues with third-party providers.
• Drive client retention by identifying gaps and supporting client reviews.
• Maintain data integrity in core systems, including Vuelio and Intercom, for accurate reporting.

Skills

Customer Service

Administrative Support

English proficiency

Attention to detail

Education

Tertiary qualification

Tools

CRM software

Office applications

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.

What We’re Looking For

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.