Customer Service Representative

UBM İstanbul

About Informa

Informa Markets organizes over 550 market leading B2B events every year. At our events we create the environments which allow business to flourish. Our knowledge of the communities we serve, our ability to attract the right people and our skill at curating the physical space and creating memorable experiences bring thousands of like-minded people together. It is this shared experience and the opportunities to make human connections which allow businesses to grow.

Job Summary/Responsibilities

· Main point of customers contacts, inbound and outbound, through various contact channels such as telephone, email and what’s app

· Acting as the Subject Matter Expert to ensure the highest level of customer service to our customers (visitors and exhibitors) making sure all queries are replied to, followed-up and resolved within the department SLA

· For Exhibitors, the core tasks revolve around helping them prepare for the show by explaining the Exhibitor Manual and coordinating resolution on all queries received.

· For Visitors, the core tasks revolve around helping them understand the event website and supporting their attendance to the event.

· Capture/update customer data into CRM systems and/or any other relevant internal platforms

· Support the development and implementation of integrated customers communication plans

· Contact exhibitors proactively through voice campaigns to educate them and gather feedback on using web services (exhibitor manual, new launches and products)

· 1st line technical support for digital products/tools

· Handle questions related to all internal departments

· Provide customer service support and coordination onsite at shows (if required)

· Give input into customer service reports based on customers feedback

· Support and escalate customer complaints

· Understand how to use the online exhibitor manual, catalogue data, lead generation tools and any other internal systems

· Support any ad hoc duties as directed by the Customer Service Team Leader – Turkey and Customer Service Manager – Europe

Experience

· Excellent communicator, team player and a multi-tasker

· Prior customer service role experience (minimum of 1-2 years of in a previous Customer Service / Success role)

· Fluent in English is a must which includes excellent written and verbal skills, additional languages are desirable

· Quick learner who is self-sufficient and uses initiative

· Proactive problem-solver

· A self-starter with a high level of enthusiasm and accuracy

· Great attention to detail

· Exceptional multi-tasking skills

· Excellent organizer and able to work in a busy environment

· Flexible, creative and versatile

· Highly self-motivated with exceptional time management

· Experience using Salesforce or other CRM experience preferable

· Strengths in attention to detail

· Exceptional prioritizing skills while able to work in an ever-evolving environment

· Ability to deliver quality output on time and work with deadlines/targets

· Excellent personable skills and past experience in F2F customer service is an advantage

· Good computer skills (Microsoft Office – Excel, Word, PowerPoint)

· Experience/understanding of B2B exhibitions

 Please note, this position is 40 hours a week, but you will be required to work extended hours on occasion e.g. when onsite and travel may also be required

This is also a hybrid position with an expectation of minimum of 3 working days in the office per week and 2 days from home (with the expectation of working 5 days in the office during the onboarding period)