Customer Service Specialist

Company Description

Informa Markets, a division within Informa, creates global platforms for industries to trade, innovate and grow. We organise over 450 large-scale branded and transaction-led events in over a dozen specialist markets. These are typically not-to-be-missed live and on-demand B2B events where industries convene and people gather to do business.

We also provide data and digital content, as well as year-round online platforms where companies showcase their businesses and products, and buyers conduct research, generating valuable leads.

Job Description

This role is based in our Irving Office.

As a Customer Service Specialist (CSS), your primary role is to ensure customer satisfaction by addressing inquiries, resolving issues, and delivering outstanding service. You will serve as the frontline representative, acting as a link between the company and our attendees and exhibitors. This position is crucial for fostering positive customer relationships and promoting Informa Markets' events.

Key Responsibilities:

Customer Interaction:

• Respond to customer inquiries promptly via various channels such as phone, email, and chat.
• Provide accurate information about products, services, and event policies.
• Address and resolve customer issues, complaints, or concerns with empathy and professionalism.
• Qualify buyers by researching and collecting data and updating database.
• Initiates outbound calls to gather information, promote attendance, facilitate additional product purchases, and facilitate event registrations.

Problem Resolution:

• Analyze customer problems and determine the best course of action for resolution.
• Collaborate with other departments to solve complex issues and provide timely solutions.
• Document, track and update customer information in the event database.

Product Knowledge

• Stay informed about the commercial brands products, services and policies to provide accurate and up-to-date information to customers.
• Assist customers with registration and event related questions.  Includes troubleshooting and providing guidance as needed.

Communication Skills:

• Clearly communicate with customers, ensuring a positive and friendly interaction.
• Provide clear and concise instructions to customers regarding problem resolution or next steps.

Team Collaboration:

• Collaborate with other customer service specialists and internal stakeholders to share knowledge and improve overall customer support processes.
• Provide feedback on common customer issues to help improve event experience.

Customer Feedback:

• Gather and analyze customer feedback to identify trends and areas for improvement.
• Contribute to the development of customer satisfaction surveys and provides feedback to internal stakeholders.

Qualifications

Qualifications

• High school diploma or equivalent; additional education or customer service experience is a plus.
• Proficient data entry skills with basic knowledge of computers and use of search engines.
• Knowledge of Microsoft Office and Excel; familiarity with customer service software a plus.
• Ability to handle challenging situations with patience and professionalism.
• Organizational, multi-tasking, and time management skills.
• Problem-solving skills and the ability to think critically.
• Travel to support events as needed.
• Knowledge of trade shows or hospitality background a plus.
• Fluently Bilingual (English & Spanish), preferred not required.

Additional Information

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

Our benefits include:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting