38d ago

Customer Experience Specialist


Save this job
Save job
Unlock your match score
Applying for this job will take you to the advertiser's site
~ $70,000
Work type
Full Time
Contract type
How this job matches you
% match
Get your match score for free
Pay guide
Market insights based on all Customer Experience Specialist jobs in Sydney NSW
Estimated range
$50k - $70k
Market average
Market average

Full job description

This role reports to the Customer Experience Manager, Media. The Customer Experience Specialist is as a hands-on senior member in Mediaocean Support that provides application support for our clients by identifying, researching, troubleshooting and resolving media industry and media finance questions and issues.


  • Develop subject matter expertise in Mediaocean applications and associated business processes related to traditional media and digital media planning, buying and finance workflows
  • Interact daily with clients at all levels, including end users and leadership; maintain and establish client relationships
  • Perform as a hands-on senior member of the support team by assisting in managing day-to-day tasks for the Support Team
  • Serve as a point of escalation for urgent and critical client concerns
  • Monitor, triage, direct or respond: to support tickets for incoming client inquiries through various channels, including chat, web portal, email and phone
  • Help to ensure Support Team compliance with internal and external SLAs and strive to meet and exceed established support metrics
  • Monitor, regulate and suggest changes to support workflows and processes as required
  • Champion and contribute to the creation and maintenance of Mediaocean’s online support knowledge base documentation
  • Assist in mentoring junior team members on support processes and best practices and the coordination of their working tasks
  • Assist with the analysis of client trends and help to develop process improvements
  • Participate and contribute to the facilitation of onboarding new support staff, including the creation of internal onboarding materials
  • Administer other duties and tasks as required


  • Experience or exposure to advertising sector media and/or media finance processes
  • Bachelor’s degree in Media, Advertising, Accounting or Business
  • 3-5 years of experience in application support or a customer service role
  • 1-2 years mentoring and supervisory experience desirable
  • Strong interpersonal and communication skills, both verbal and written
  • Excellent attention to detail, demonstrated ability to troubleshoot, problem-solve and manage expectations
  • Strong research and analytical skills
  • Efficient multi-tasking and prioritization abilities in a fast-paced environment
  • Self- motivated and able to work both independently and in a team environment
Job details
Date posted
3 Jul 2020
Marketing & Advertising
Marketing Assistants/Coordinators
~ $70,000
Contract type
Work type
Full Time
Job mode
Standard/Business Hours
Work Authorisation
Australian Citizen/Permanent Resident

You may also be interested in these jobs