Key Responsibilities:
Event Support & Query Management:
- Provide event support on exhibitor portals and visitor registration.
- Respond quickly and efficiently to customer queries initially via chat, email & telephone.
- Proactively seek out information about each show to be in order to be able to provide accurate information to customers.
- Listen actively, identify customer needs and deliver excellent service at every interaction that reinforces RX as a supplier of choice
- Ensure all communication, written or verbal is clear, concise, polite and informative.
- Provide ad-hoc support to show teams
- Take ownership of queries from start to finish
- Ensure tasks and workload are completed to agreed SLA
Process improvement
- Identify process/functional inefficiencies that damage the customer experience or hinder our ability to provide first class event support and escalate to CRM with suggestions as appropriate
- Ensure training, process and best practice is adhered to
- Work collaboratively with the CRE's and CRM to improve processes
- Ensure information is captured and communicated in accordance with standards and reporting requirements
Information Analysis
- Ensure that all queries are categorized appropriately in order that management reporting be accurate.
- Ad hoc analysis of email traffic to identify trends or patterns that can be used to implement change
Qualifications:
- Bachelor's degree
- Ability to work any time zone shifts
- Customer service experience is preferable
- Excellent written and verbal communication skills
- Confident in dealing effectively with internal and external customers
- Ability to calmly organize and prioritize your workload as you will be working across many different customer groups
- Foreign language skills would be beneficial but not essential
