Event Support Specialist

6 days ago

PHLRE Shared ServicesManila, Philippines RELX Full time

Job Summary:


• 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.

Accountabilities:

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, and social media.

  • Proactively seek out information about each show to be 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 or equivalent in any field.

  • At least 1 year customer service in contact center environment or equivalent training (2 years preferred)

  • Above average to Excellent communication skills.

  • Experience with voice, emails and chat account is preferred.

  • Excellent written and verbal communication skills.

  • Experience with email correspondence is preferred.

  • Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks.

  • Self-motivated with positive attitude.  Ability to follow strict guidelines and standard operating procedures a MUST.

  • Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently.

  • Willing to work on business unit holidays and/or render overtime when necessary.

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