Event Customer Experience Executive

The Financial Times Ltd; Manila; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Medical cover

Parental leave

Gym membership

Hybrid work

Flexible working

Job summary

The Financial Times is seeking a Customer Experience Executive to support FT Live's global events. You will deliver a high-quality delegate experience across the customer journey, handling registrations, bookings, payments, refunds and enquiries via email and phone, in close collaboration with Events, Finance and IT teams.

The role requires at least 2 years in customer service, strong attention to detail, excellent written English, and the ability to manage multiple systems under deadlines.

Qualifications

• Minimum 2 years’ experience in a customer services or customer facing administrative environment.
• Able to work with minimum supervision to strict deadlines and remain calm under pressure.
• Ability to work across multiple systems whilst maintaining attention to detail.
• Strong numerical skills.
• Competent in processing large amounts of data quickly and accurately.
• First-rate computer skills and competence within G Suite.
• Proven ability to work well within a team.
• Experience of working in a fast-paced environment.
• Exceptional attention to detail.
• Experience in planning and organisational skills.
• Excellent and confident communicator to both an internal and external audience in oral and written communication.
• Strong multi-tasking and prioritisation skills and able to work on several projects simultaneously.
• Exceptional written English, with the ability to communicate clearly, accurately and professionally across a range of audiences.

Responsibilities

• Responding to customer emails and phone calls in accordance with SLA’s
• Supporting delegates through their booking process
• Processing cancellations & refunds
• Order reconciliation
• Liaising with customers and the finance department on account queries
• Raising inconsistencies and technical issues
• Ensuring compliance with GDPR, Trade Sanctions and VAT requirements
• Working with tech and IT for continuous system improvement
• This role will evolve to include closing sponsorship orders and various adhoc tasks following a system migration.

Skills

Customer service

Email support

Phone support

Data entry

G Suite

Attention to detail

Tools

CRM systems

Registration systems

Job description

About us

The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.

At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.

In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.

Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.

Build a newsworthy career at the FT.

Our commitment to diversity, equity and inclusion

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

About FT Live

FT Live is the conferences and events division of the Financial Times and its group publications. Its mission is to bring global executive audiences the latest knowledge and opinion while creating opportunities for influential leaders to connect.

Chaired by senior FT journalists, FT Live’s portfolio includes more than 250 events, strategic forums and digital webinars each year. These events bring together leading public- and private-sector decision-makers, visionaries and strategists for agenda-setting discussions on the defining issues facing global economies and industries.

From distinctive audience experiences such as the FTWeekend Festival to senior-level business summits including the award-winning Global Boardroom, FT Live is one of the FT Group’s most successful and fastest-growing divisions.

The role

As a Customer Experience Executive supporting FT Live's global events, you'll be responsible for delivering an exceptional delegate experience throughout the customer journey. You'll provide high-quality customer support primarily through email and phone, helping delegates with event registrations, bookings, confirmations, payments, refunds and event-related enquiries.

This role will work closely with our Events, Finance and Technology teams to resolve issues and ensure a seamless experience for attendees.

Key responsibilities:

• Responding to customer emails and phone calls in accordance with SLA’s
• Supporting delegates through their booking process
• Processing cancellations & refunds
• Order reconciliation
• Liaising with customers and the finance department on account queries
• Raising inconsistencies and technical issues
• Ensuring compliance with GDPR, Trade Sanctions and VAT requirements
• Working with tech and IT for continuous system improvement
• This role will evolve to include closing sponsorship orders and various adhoc tasks following a system migration.

Required skills and experience

• Minimum 2 years’ experience in a customer services or customer facing administrative environment
• Able to work with minimum supervision to strict deadlines and remain calm under pressure
• Ability to work across multiple systems whilst maintaining attention to detail
• Strong numerical skills
• Competent in processing large amounts of data quickly and accurately
• First-rate computer skills and competence within G Suite
• Proven ability to work well within a team
• Experience of working in a fast-paced environment
• Exceptional attention to detail
• Experience in planning and organisational skills
• Excellent and confident communicator to both an internal and external audience in oral and written communication
• Strong multi-tasking and prioritisation skills and able to work on several projects simultaneously.
• Exceptional written English, with the ability to communicate clearly, accurately and professionally across a range of audiences.

Desirable

• Foreign language
• Strong affinity with digital systems and platforms
• Creative and innovative thinker
• Experience with using CRM and registration systems

Behavioural Competencies

• Work well under pressure and to deadlines
• Customer first approach
• Strong attention to detail
• A willingness to travel/to work late
• Time management and prioritisation on projects
• Proactive and take initiative*
• Able to challenge the status quo and seek continuous improvement

What’s in it for you? Our benefits

Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.

We’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible.

Accessibility

We are a disability confident employer and Valuable 500 signatory.

Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email [e-mail] and a member of our team will be happy to help.

Further information

At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.

Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.

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