Job Description

The Informa Tech Event Operations team is seeking an ambitious Customer Service Associate to join our Event Registration team. This role reports to the Director of Registration Operations to ensure customer satisfaction by proactively managing customer requests, inquiries, and complaints thoroughly and friendly. They serve as a liaison between the event groups and customers to provide key information required to answer customer inquiries.

IN THIS ROLE YOU WILL:  

·         Able to act as first line support for technical issues relating to event registration

·         Answers incoming phone lines promptly, courteously, and correctly; answers questions, researches and resolves problems and provides information in a clear and concise manner

·         Responds to emails professionally and within department standards

·         Processes event/conference registrations, requests for written information, answers questions for general information, and takes other orders, such as membership or subscriptions as needed

·         Follows up on customer inquiries and research event information to ensure satisfactory completion

·         Remains current on changes in divisional facts, policies, procedures, and product offerings

·         Knows and understands individual product components and customer bases so that individual is well informed and accurate when providing information

·         Qualifies attendees by researching and collecting data and updating registration systems with integrity

·         Assists in quality control in systems and programs to develop best practices for the team

·         Provides recommendations on ways to improve customer service experience based on customer inquiries

·         Places outbound calls to solicit information encourage attendance and/or purchase additional products, as needed

·         Perform additional clerical duties and projects as assigned ​

 WHAT YOU'LL NEED TO SUCCEED:

·         1-3 years equivalent work experience

·         Tech-savvy with 1-3 years of experience; CRM or Registration Systems experience preferred

·         Must be comfortable with managing multiple inboxes and phone lines with high call volumes

·         Ability to effectively work within a team and independently

·         Able to review and process sensitive material with complete confidentiality

·         Have a detail-oriented nature and accuracy when entering and reading customer data

·         Capable of assessing situations, problem solve and making clear decisions in a timely manner in the best interest of the organization

·         Excellent time management and prioritization skills, with proven ability to work under pressure with tight deadlines

·         Ability to be analytical, solve problems and recommendation viable solutions

·         Strong written and verbal communication skills

·         Proficient in the use of Microsoft Office applications – Microsoft Outlook, Teams, Word and Excel

Qualifications

• Resilience
  • Have you ever had to handle conflict or conflicting agendas in the workplace? How did you handle it and what did you do?
  • Tell me about a time when you achieved success even when the odds were against you.
• Adaptability
  • How do you adapt to adversity? Has there been a time when a project wasn’t going as planned? What did you do and how did you overcome it?
• Motivation & Self-Management
  • Describe a situation where you were asked to do something that you'd never attempted previously.
  • What metrics do you use to measure and track success?
  • What strategies do you use to keep yourself on task?
• Communication
  • Tell me about a time when your communication skills improved a situation.
  • How do you go about explaining complex processes to a customer?
• Flexibility
  • How do you adjust to changes you have no control over?
• Relationship building
  • How do you maintain good working relationships with your colleagues?
• Problem solving
  • Give me an example of a time when you solved a customer problem in a creative way.
• Teamwork
  • In your opinion, what makes a good team?
  • What skills do you bring to the team?
  • How do you work with people that have unique personalities?
• Multi-tasking
  • How do you handle having multiple priorities at the same time?
  • How do you keep yourself on task and accountable for deadlines?
• Technical Savvy
  • What systems have you worked on before? What steps did you take to become an expert on those systems?
  • What steps do you take to ensure the (registration) customer experience is smooth and error-free?
  • How do you keep your technical skills current?

Additional Information

Why work at Informa  

Employee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates. We are also flexible with different working patterns and prioritizes promotions internally. Our benefits include:

• Learning and development plan to assist with your career development  
• 15 days PTO plus 9 national holidays, 4 days for volunteering and a day off for your birthday!  
• Competitive Benefits with 401k match 
• Paid parental leave 
• Work with a high quality of specialist products and service  
• Bright and friendly staff who are all “expert’s experts” and additional training and development for helping you achieve your career aspiration  
• ESPP - become a shareholder

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed.  As such, Informa is proud to be an Equal Opportunity Employer.  We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.