To provide event support assistance to all inbound queries.
Handle all Inbound call, email, chat and social media inquiries for all RX Events -
Inbound calls attendee, exhibitor and conference calls across all RX shows - questions vary from registration, general show info, pricing, etc.
Outbound calls Outreach to attendees and exhibitors to increase attendance at shows and assist with the registration process. Matchmaking calls when needed by shows.
Read and respond to all email inquiries for all RX Shows daily
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 CREs 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&aposs 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
