Customer Service Representative
Customer Service Representative
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Job Description
The Role:
The Customer Service team is the main point of contact for all aftersales 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 reactive and proactive way to ensure our customers receive all the attention and care they need to make the most of the event. The core function includes but is not limited to supporting all customers liaising and working closely with the event team including marketing operations sales and credit control departments.
The Customer Service Team is a vital communication connection sharing the voice of the attendees with all internal departments. The Team owns their customer queries and works proactively to resolve these quickly with a clear response and resolution for the customer. They provide continual support for exhibitors (once a stand has been purchased) and visitors (after they have registered to attend an event) at every stage of the customer journey so preshow onsite and postshow follow up.
Job Responsibilities:
- Main point of customer contact for all event queries both inbound and outbound through various contact channels such as telephone email and whats app.
- Acting as the Subject Matter Expert to ensure the highest level of customer service to our customers (visitors and exhibitors) making sure all queries are replied to followedup and resolved within the department SLA.
- For Exhibitors the core tasks revolve around helping them prepare for the show by explaining the exhibitor manual and coordinating resolution on all queries.
- For Visitors the core tasks revolve around helping them understand the event website and supporting their attendance to the event.
- Capturing/updating customer data into CRM systems and/or any other relevant internal platforms.
- Support the fulfilment of integrated customer communication plans.
- Contact exhibitors proactively through voice campaigns to educate them and gather feedback on using web services (exhibitor manual new launches and products).
- 1st line technical support for digital products/tools.
- Handling questions related to all internal departments.
- Provide customer service support and coordination onsite at shows (if required).
- Give input into customer service reports based on customers insight and feedback.
- Support and escalate customer complaints through the correct channels.
- Understand how to use the online exhibitor manual catalogue data lead generation tools and any other internal systems.
- Support any ad hoc duties as directed by the Customer Service Team Leader Turkiye and Senior Customer Service Manager Europe.
Qualifications :
Experience:
- 12 years customer service experience in a call centre/customer success/F2F customer environment preferable.
- Fluent in English is required which includes excellent written and verbal skills.
- Ability to deliver quality output on time and work with deadlines/targets.
- Experience using Salesforce or other CRM systems preferable.
- F2F customer service is an advantage.
- Good computer skills (Microsoft Office Excel Word PowerPoint).
Other Information:
- Due to Turkiye visa legislation we can only consider candidates who hold a Turkish passport.
- Hybrid position with an expectation of minimum of 3 working days in the office per week and 2 days from home (although it will be 5 days a week in the office for the probation period).
Additional Information :
In support of the Turkish Governments initiative to increase the representation of disabled individuals in the workplace we actively encourage and welcome applications from candidates that consider themselves to be disabled and/or are registered with ISKUR.
We work hard to make sure Life at Informa is rewarding supportive and enjoyable for everyone. Heres some of what you can expect when you join us. But dont just take our word for it see what our colleagues have to say at LifeAt.Informa
Our benefits include:
- Time out: Take up to four days per year to volunteer plus a day off for your birthday!
- A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares
- Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely
- Company funded private medical insurance
- The opportunity to develop your career with bespoke training and learning and ondemand access to thousands of courses on LinkedIn Learning.
- When its time for the next step we encourage and support internal job moves
- Great community: a welcoming culture our fantastic Walk the World charity day and active colleague run diversity and inclusion networks
- As an international company the chance to collaborate with teams around the world
Were not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up join in and help make things happen. If it sounds like a match and you have most although not all of the skills and experience listed we welcome your application.
At Informa youll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses including all of those protected by law. Ask us or see our website for full information.
See how Informa handles your personal data when you apply for a job here.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
