The Event Support Specialist is responsible for providing event support for inbound inquiries across all Reed Exhibitions events. This includes handling calls, emails, chats, and other customer inquiries related to registration, general show information, pricing, and other event-related concerns.
Key Responsibilities:
Event Support & Query Management
- Handle inbound calls, emails, chats, and social media inquiries from attendees, exhibitors, and conference participants.
- Provide support for registration, exhibitor portals, pricing, and general show information.
- Make outbound calls to support registration and increase event attendance.
- Conduct matchmaking calls when required.
- Take ownership of customer queries and ensure timely resolution within agreed SLAs.
- Provide ad hoc support to show teams.
Customer Service
- Proactively learn about each show to provide accurate information to customers.
- Deliver clear, concise, polite, and informative communication across all channels.
- Identify customer needs and provide excellent customer service.
Process Improvement & Reporting
- Identify process inefficiencies and escalate issues with recommendations for improvement.
- Follow established processes, training, and best practices.
- Work collaboratively with CREs and CRM to improve processes.
- Categorize queries accurately and support management reporting.
- Analyze email traffic to identify trends and opportunities for improvement.
General Profile
- Able to follow established processes and instructions.
- Relevant training or work experience.
- Able to manage own workload and make sound decisions in straightforward situations.
- Strong verbal, written, and customer service skills.
Qualifications:
- Bachelor’s degree holder.
- At least 1 year of customer service experience in a contact center environment.
- Basic knowledge of Salesforce, Helpr, Outlook, Microsoft Office, and telephony systems such as Jabber, Enghouse Touchpoint, or MS Teams Voice.
- Basic knowledge of show websites, registration tools, and ticketing systems.
- Experience in email and chat support and call handling.
- Experience in project coordination and stakeholder management.
- Keen attention to detail.
- Ability to quickly learn and apply enterprise AI tools and technologies to support business objectives.
- REPH Employee with minimum of 1-year tenure in the current role
- Must not have received any Disciplinary Action within the past 12 months
- Must not have any Attendance and Punctuality issues in the past 12 months
- Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
- Must have a successful or above rating in the last Enabling Performance cycle
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