Customer Service Rep
London - 240 BF

Job Reference: L2B-IEOC-09471

Location: London - 240 BF

Closing Date: 13/04/2020

Department: IM - Event Ops - Central

Division: Informa Markets

A bit about the role:

The Customer Service team is the main point of contact for all after-sales queries which includes all event participants (internal and external): exhibitors, visitors and the EMEA portfolio teams (serving a range of events, international clients and internal departments). The department helps in both a re-active and pro-active way to ensure our customers receive all the attention and care they need to make the most of the event.

Responsibilities:

  • Main point of customers contact, inbound and outbound, through telephone, email and live chat.
  • Ensure the highest level of customer service to our customers (visitors and exhibitors) making sure all queries are replied to, followed-up and resolved within the department SLA
  • Capture/update customer data into CRM systems and/or any other relevant internal platforms
  • Contact exhibitors proactively to educate them and gather feedback on using web services (exhibitor manual, new launches and products)
  • 1st line technical support for digital products/tools
  • Gather customer insight for digital solutions and support surveys with direct outreach
  • Handle questions related to invoicing and credit control
  • Provide customer service support and coordination onsite at shows
  • Give input into customer service reports for Events teams with best practice and suggestions for improvements based on customers feedback
  • Support the event teams as required

Qualities needed for the role:

  • Prior customer service experience desirable
  • Excellent communicator at all levels in both written and verbal (fluent English required)
  • The ability to handle stressful situations
  • Strong ability to build relationships both internally and externally
  • Good time management and efficient working style
  • Exceptional multi-tasking skills
  • Proactive problem-solver and solution focused
  • Salesforce or other CRM experience desirable
  • Strengths in attention to detail
  • Ability to deliver quality output on time and work with deadlines/targets

If that sounds like the opportunity for you, please get in touch!

Candidates must be eligible to work in the UK.

 

This position is now closed. We are no longer accepting applications for this position.

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