Customer Service Executive

Delinian; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Service Executive to join their dynamic team. In this pivotal role, you will be the face of the company, ensuring exceptional service and support to clients. Your responsibilities will include managing event registrations, resolving customer inquiries, and collaborating with various teams to deliver seamless events. If you thrive in a fast-paced environment and possess strong organizational and communication skills, this is the perfect opportunity to make a significant impact in a growing organization. Join a passionate team dedicated to excellence and customer satisfaction.

Qualifications

• 2+ years in customer service or administrative roles.
• Strong numerical and computer skills, especially in Microsoft Office.

Responsibilities

• Ensure outstanding customer experience and manage event registrations.
• Liaise with event teams and handle customer inquiries efficiently.

Skills

Customer Service

Attention to Detail

Communication Skills

Numerical Skills

Multi-tasking

Organizational Skills

Problem Solving

Time Management

Tools

Microsoft Office

Salesforce

CVENT

Job description

Invisso is the newly formed business combining IMN’s famous structured finance portfolio and the hugely respected banking and finance arm of Euromoney Conferences. Dedicated to creating highly efficient capital market conferences, Invisso is now the largest and most experienced events business in fixed income. At Invisso we believe in providing exceptional service to our customers. Our team is passionate about making a difference and creating lasting relationships with our clients. As we continue to grow, we're looking for a Customer Service Executive who shares our enthusiasm and commitment to excellence.

As a Customer Service Executive, you will be the frontline representative of Invisso, responsible for ensuring an outstanding customer experience. You'll interact with our clients daily, addressing inquiries, resolving issues, and providing support. You will be responsible for running registration at events, setting up events on internal systems and liaising with the wider event team for the smooth operation of projects.

PRINCIPAL ACCOUNTABILITIES

1. Setting up events on CRM and platforms in collaboration with event and finance teams as well as testing data flows, platform usage and fault-finding technical issues.
2. Responding to customer emails and calls in accordance with SLA’s.
3. Supporting delegates through their booking process.
4. Liaising with customers and the finance department on account queries.
5. Managing the end-to-end customer service function per event.
6. Liaising with on-site registration companies for larger events through to implementation and arranging preprinted badges for smaller events.
7. Working closely with the operations, sales, production and marketing teams to deliver in-person events.
8. Processing visa applications for overseas delegates.
9. Preparing all registration admin pre-event and accurately reconciling all registration admin post-event.
10. Ensuring compliance with GDPR, Trade Sanctions and VAT requirements.
11. Working with tech and IT for continuous system improvement.

KEY INTERFACES

1. Event team – sales, production, marketing.
2. Immediate team – operations and customer services.
3. Technology and IT.
4. Suppliers.

KNOWLEDGE, EXPERIENCE AND SKILLS

ESSENTIAL

1. Minimum 2 years’ experience in a customer services or customer-facing administrative environment.
2. Able to work with minimum supervision to strict deadlines and remain calm under pressure.
3. Ability to work across multiple systems whilst maintaining attention to detail.
4. Strong numerical skills.
5. Competent in processing large amounts of data quickly and accurately.
6. First-rate computer skills and competence within Microsoft Office.
7. Proven ability to work well within a team.
8. Experience of working in a fast-paced environment.
9. Exceptional attention to detail.
10. Experience in planning and organisational skills.
11. Excellent and confident communicator to both an internal and external audience in oral and written communication.
12. Strong multi-tasking and prioritisation skills and able to work on several projects simultaneously.

DESIRABLE

1. Strong affinity with digital systems and platforms.
2. Creative and innovative thinker.
3. Experience with using Salesforce and CVENT.

BEHAVIOURAL COMPETENCIES

1. Work well under pressure and to deadlines.
2. Strong attention to detail.
3. A willingness to travel/to work late.
4. Time management and prioritisation on projects.
5. Proactive and take initiative.
6. Able to challenge the status quo and seek continuous improvement.

• Job Family: Event Programming & Ops
• Job Function: Customer Service Representative