Customer Service Specialist

Informa Markets, a division within Informa, creates global platforms for industries to trade, innovate and grow. We organise over 450 large-scale branded and transaction-led events in over a dozen specialist markets. These are typically not-to-be-missed live and on-demand B2B events where industries convene and people gather to do business.

We also provide data and digital content, as well as year-round online platforms where companies showcase their businesses and products, and buyers conduct research, generating valuable leads.

This role is based in our Irving Office.

As a Customer Service Specialist (CSS), your primary role is to ensure customer satisfaction by addressing inquiries, resolving issues, and delivering outstanding service. You will serve as the frontline representative, acting as a link between the company and our attendees and exhibitors. This position is crucial for fostering positive customer relationships and promoting Informa Markets' events.

Key Responsibilities:

Customer Interaction:

• Respond to customer inquiries promptly via various channels such as phone, email, and chat.
• Provide accurate information about products, services, and event policies.
• Address and resolve customer issues, complaints, or concerns with empathy and professionalism.
• Qualify buyers by researching and collecting data and updating database.
• Initiates outbound calls to gather information, promote attendance, facilitate additional product purchases, and facilitate event registrations.

Problem Resolution:

• Analyze customer problems and determine the best course of action for resolution.
• Collaborate with other departments to solve complex issues and provide timely solutions.
• Document, track and update customer information in the event database.

Product Knowledge

• Stay informed about the commercial brands products, services and policies to provide accurate and up-to-date information to customers.
• Assist customers with registration and event related questions. Includes troubleshooting and providing guidance as needed.

Communication Skills:

• Clearly communicate with customers, ensuring a positive and friendly interaction.
• Provide clear and concise instructions to customers regarding problem resolution or next steps.

Team Collaboration:

• Collaborate with other customer service specialists and internal stakeholders to share knowledge and improve overall customer support processes.
• Provide feedback on common customer issues to help improve event experience.

Customer Feedback:

• Gather and analyze customer feedback to identify trends and areas for improvement.
• Contribute to the development of customer satisfaction surveys and provides feedback to internal stakeholders.

Qualifications

• High school diploma or equivalent; additional education or customer service experience is a plus.
• Proficient data entry skills with basic knowledge of computers and use of search engines.
• Knowledge of Microsoft Office and Excel; familiarity with customer service software a plus.
• Ability to handle challenging situations with patience and professionalism.
• Organizational, multi-tasking, and time management skills.
• Problem-solving skills and the ability to think critically.
• Travel to support events as needed.
• Knowledge of trade shows or hospitality background a plus.
• Fluently Bilingual (English & Spanish), preferred not required.

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you're not spending time together in one of our offices or other workplaces - like at an Informa event - you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here's some of what you can expect when you join us. But don't just take our word for it - see what our colleagues have to say at LifeAt.Informa.com

Our benefits include:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms, and on-demand access to thousands of courses on LinkedIn Learning. When it's time for the next step, we encourage and support internal job moves
• Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day, and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision, and dental insurance, parental leave, and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app, and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

The salary range for this role is $48,000 - $52,000 based on experience

We're not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll up their sleeves, join in, and help make things happen. If it sounds like a match and you have most - although not all - of the skills and experience listed, we welcome your application.

If you would like to request reasonable adjustments or accommodationsto assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

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