Customer Service Representative

The Registration Coordinator plays a pivotal role in ensuring seamless delegate experiences while supporting the operational execution of events. This hybrid position combines event registration CRMs technical proficiency and customer service excellence with event administration and reporting while operating in a cross-functional team structure.

The role reports directly to the Registration and Customer Service Manager — responsible for performance management, workload prioritization, and professional development and has a dotted line with the Head of Operations to ensure strategic alignment with broader operational goals, event delivery standards and cross-department coordination.

This role's dual-reporting structure reflects Public Sector Network's agile operations model, which encourages cross-function collaboration across teams while maintaining clear accountability for the role's core functions.

Regional Customization

Location Note: This role is based in the Philippines and will follow either the Australian time zones to align with Australian operations OR follow the Eastern Daylight Time (EDT) timezone to align with North American operations. The candidate in this role must be comfortable working the day OR night shift according to position description.

Role Objectives

• Facilitate smooth delegate registration processes and experience from pre-event to post-event.
• Support end-to-end event logistics, communication, and administration.
• Serve as a bridge between the registration function and operations delivery teams to ensure integrated execution.
• Uphold PSN's standards for accuracy, efficiency, and professionalism across all event and registration touchpoints.
• Proactively contributes to PSN's agile operations and continuous improvement of culture.

Key Responsibilities

• Responsible for building registration websites for PSN events (e.g., Large-Scale Events, Roadshows, Virtual Training Workshops, Custom/Bespoke Webinars and PCOs)
• Manage incoming registrations via the website and third-party platforms (e.g., STOVA, HubSpot, Django).
• Liaise with attendees via email, phone, and chat support to resolve registration queries and process changes.
• Ensure the integrity of registration data including duplication management, profiling, and clean-up.
• Monitor and reconcile outstanding payments; generate invoices and credit notes.

• Track attendance, replacements, cancellations, and no-shows across events.

• Provide accurate and timely registration reports and live lists to internal stakeholders.

• Support SPEX (Sponsorship & Exhibition) by managing enquiries and logging them for appropriate follow-up. Ensures all SPEX inquiries are forwarded to the relevant SPEX representative to be actioned accordingly
• Coordinate with the Delegate Sales Team by updating STOVA on attendance retention, calendar in-vitation acceptances, new registrations, attendee replacements or cancellations

Operations Team & Cross-Functional Responsibilities

• Participate in event briefings, planning sessions, and internal alignment meetings.
• Collaborate with Marketing, Production/Content, and Delegate Acquisition teams to ensure consistency and seamless execution across all event functions.
• Maintain and update event documentation, including critical paths, logistics plans, and internal tracking sheets.
• Assist with the development, updating, and maintenance of event websites and interactive platforms (e.g., STOVA, EventsAir, Django, Wagtail).
• Assist with drafting and sending professional communications to event registrants, including reminders, retention emails, confirmations, text messages nd general information updates.
• Support delegate liaison activities by maintaining accurate registration records and ensuring consistent engagement to maximise attendance and participation.
• Support the evaluation process by helping collect, collate, and distribute feedback and survey results.
• Provide post-event administrative support including reporting, data reconciliation, and compiling insights or recommendations.
• Provide general administrative support to the Events Team as required, including assistance with scheduling, document management (powerpoint slides, briefing notes), and coordination tasks across the event lifecycle.
• Support ongoing improvements in event-related systems by identifying opportunities for automation, efficiency, and streamlined workflows.

Role Expectations

• Exceptionally detail-oriented and organized, ensuring quality and consistent output ensuring accu-rate information for internal and external stakeholders
• High accountability with a solid commitment to data accuracy and brand consistency.
• Strong communication and interpersonal skills, capable of interacting with stakeholders at all levels.
• Comfortable working in a fast-paced, deadline-driven environment with shifting priorities.
• Proactive, solutions-focused, and a team player who thrives in a hybrid, collaborative setting.
• Tech-savvy and able to quickly learn new systems and tools.

About you

• 2+ years in registration coordination, delegate registration, or a similar administrative/customer-facing role with exposure to both virtual and in-person event logistics
• Experience in managing event software systems and CRMs preferred
• Driven, ethical, and people-oriented professional with a positive mindset, strong integrity, and excellent interpersonal skills across all levels.
• Highly adaptable and efficient, demonstrating advanced technical skills, attention to detail, and the abil-ity to manage multiple tasks under pressure while meeting deadlines.
• Collaborative and solution-focused, capable of working independently or in teams, with a strong willing-ness to learn and grow through coaching, constructive feedback and new challenges.

Software Experience

• Microsoft 365 Suite (Outlook, SharePoint, OneDrive, Word, Excel)
• Asana *preferred but not required
• HubSpot *preferred but not required
• STOVA-Aventri *preferred but not required
• EventsAir *preferred but not required
• WordPress *preferred but not required
• Django *preferred but not required
• MessageMedia *preferred but not required
• VoIP (ex. CounterPath, Dialpad, EyeBeam, RingCentral)