Customer Service Specialist

Company Description

About Informa Markets:

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

Job Description

The primary responsibility of a Customer Service Specialist (CSS) is to ensure customer satisfaction by addressing inquiries, resolving issues, and providing exceptional service. The CSS will be the frontline representative, acting as a bridge between the company and our attendees and exhibitors. This role is crucial in maintaining positive customer relationships and promoting the Informa Markets events.

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

We are seeking a dedicated and detail-oriented Customer Service Representative to join our team. This role is integral to maintaining our high standards of customer satisfaction and ensuring smooth operations across various functions. If you thrive in a dynamic environment and enjoy solving problems, we encourage you to apply.

Preferred Background and Skills:

• Education: A high school diploma or equivalent is required. Additional education or prior experience in customer service is highly desirable.
• Technical Skills: Candidates must possess proficient data entry skills and have a basic understanding of computer operations, including the use of search engines. Familiarity with Microsoft Office, especially Excel, is essential. Experience with customer service software is an added advantage.
• Interpersonal Skills: The ideal candidate can handle challenging situations with patience and professionalism, demonstrating strong communication skills. They should be capable of maintaining a calm demeanor under pressure while providing excellent service.
• Organizational Skills: Applicants must exhibit strong organizational abilities, including multi-tasking and effective time management. The role requires someone who can prioritize tasks efficiently and handle multiple responsibilities concurrently.
• Problem-Solving: Strong problem-solving skills and the ability to think critically are crucial for success in this position. The candidate should be adept at identifying issues and providing timely, effective solutions.
• Travel: Willingness to travel occasionally to support event