Event Support Specialist

2 weeks ago

Manila, National Capital Region, Philippines RELX Group Full time $104,000 - $130,878 per year

  • To provide event support assistance to all inbound queries.

  • Handle all Inbound call, email, chat and social media inquiries for all RX Events -

  • Inbound calls – attendee, exhibitor and conference calls across all RX shows - questions vary from registration, general show info, pricing, etc.

  • Outbound calls – Outreach to attendees and exhibitors to increase attendance at shows and assist with the registration process. Matchmaking calls when needed by shows.

  • Read and respond to all email inquiries for all RX Shows daily

Key Responsibilities:

Event Support & Query Management:

  • Provide event support on exhibitor portals and visitor registration.
  • Respond quickly and efficiently to customer queries initially via chat, email & telephone.
  • Proactively seek out information about each show to be in order to be able to provide accurate information to customers.
  • Listen actively, identify customer needs and deliver excellent service at every interaction that reinforces RX as a supplier of choice
  • Ensure all communication, written or verbal is clear, concise, polite and informative.
  • Provide ad-hoc support to show teams
  • Take ownership of queries from start to finish
  • Ensure tasks and workload are completed to agreed SLA

Process improvement

  • Identify process/functional inefficiencies that damage the customer experience or hinder our ability to provide first class event support and escalate to CRM with suggestions as appropriate
  • Ensure training, process and best practice is adhered to
  • Work collaboratively with the CRE's and CRM to improve processes
  • Ensure information is captured and communicated in accordance with standards and reporting requirements

Information Analysis

  • Ensure that all queries are categorized appropriately in order that management reporting be accurate.
  • Ad hoc analysis of email traffic to identify trends or patterns that can be used to implement change

Qualifications:

  • Bachelor's degree
  • Ability to work any time zone shifts
  • Customer service experience is preferable
  • Excellent written and verbal communication skills
  • Confident in dealing effectively with internal and external customers
  • Ability to calmly organize and prioritize your workload as you will be working across many different customer groups
  • Foreign language skills would be beneficial but not essential

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