Senior Client Service Specialist

2 weeks ago


Sydney, New South Wales, Australia Isentia Full time

Isentia is the Asia-Pacific region's leading media intelligence company, empowering clients to understand their brand and reputation. Our diverse client base ranges from globally renowned brands to government bodies and not-for-profit organizations.

We are part of Access Intelligence, a tech innovator delivering high-quality SaaS products that address fundamental business needs in marketing and communications industries. We combine AI technologies with human expertise to analyze data and create insights on what impacts an organization and its key audiences.

This role involves providing service delivery and first-line support to clients across Australia and New Zealand via phone, live chat, and email.

  • You will monitor live news breaking on social media channels, broadcast, and online news, and alert clients with a sense of urgency to relevant media issues in real-time.
  • You will work closely with Client Success Team Leaders to provide efficient, timely, and accurate advice to client queries, prioritizing solution-focused support.

Key Requirements

To succeed in this role, you should have:

  • A proven track record in client/customer/account support/service roles, emphasizing exceptional service delivery.
  • Strong communication skills, coupled with detailed problem-solving abilities and a customer-first mentality.
  • The ability to thrive in a fast-paced environment, adapting quickly to meet evolving client needs and organizational requirements.
  • Excellent IT skills, including proficiency in Word, Excel, and G-Suite, with the ability to adapt to new technologies.
  • Desirable experience in PR, media, or marketing, although not essential.

We offer a competitive salary range of $70,000 - $90,000 per annum, depending on experience. This is a fantastic opportunity to join our team and contribute to delivering outstanding client service.



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