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.

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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