38d ago

Customer Experience Specialist

Mediaocean

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Estimated
~ $70,000
Work type
Full Time
Contract type
Permanent
How this job matches you
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Pay guide
Market insights based on all Customer Experience Specialist jobs in Sydney NSW
Estimated range
$50k - $70k
Market average
$70k
$70k
Market average
$54k
$131k
Skills
ADVERTISING
MEDIA ADVERTISING
MEDIA PLANNING
SELF MOTIVATED

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.

Responsibilities:

  • 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

Qualifications:

  • 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
Category
Marketing & Advertising
Occupation
Marketing Assistants/Coordinators
Estimated
~ $70,000
Contract type
Permanent
Work type
Full Time
Job mode
Standard/Business Hours
Work Authorisation
Australian Citizen/Permanent Resident

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