Sr 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

Customer Interaction:

• Respond to customer inquiries promptly via various channels such as phone, email, chat, and social media.
• 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 and track customer interactions and resolutions in the event database.

Product Knowledge:

• Acts as the liaison between assigned show groups and the customer support team to ensure the department is current on changes, commercial brands products, services and policies.   
• Assist customers with registration and event related questions.  Includes troubleshooting and providing guidance as needed.

Communication Skills:

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

Team Leadership:

• Organizes, distributes, and verifies the work of the CSS.
• Assist the CSM in training new team members, processes, and systems.
• Serve as a point of escalation for complex customer issues.
• Assist in the quality control of systems and programs to develop best practices for the team.
• Supports the CSM in Collaboration with Internal Stakeholders (Commercial Brands, Marketing, Sales, Registration, Operations, Housing, and Finance) to align customer service efforts with business goals.

Customer Feedback:

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

The pay range for this position is $58,00 - $60,000, depending on experience.

This posting will automatically expire on 2/29/2024

Qualifications

• Several Years of experience in a customer service role, with a track record of handling complex issues.
• Excellent problem-solving and critical thinking skills.
• Proficiency in Microsoft Office, Excel and customer service software.
• Strong communication and interpersonal skills.
• Organizational, multi-tasking and time management skills
• Ability to handle challenging situations with patience and professionalism.
• Detail-oriented with a commitment to providing high quality customer service.
• Travel to support events if needed.
• Knowledge of trade shows or hospitality background a plus.

Additional Information

Why work at Informa  

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: 

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
• Broader impact: take up to four days per year to volunteer, with charity match funding available too  
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we