Event Customer Support Specialist

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Iloilo City; On-site; PHP 279,000 - 446,000; Full time

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking an Event Support Specialist to handle inbound inquiries for Reed Exhibitions events. You will respond to calls, emails and chat, gather show information, and provide accurate, helpful assistance to attendees.

Responsibilities include quick query resolution, proactive show information gathering, and maintaining high-quality communication. Collaboration with show teams and adherence to SLAs are essential.

Qualifications

• Bachelor’s degree required.
• At least 1 year customer service in contact center environment.
• Basic skills in using Salesforce/Help/Outlook.
• Basic skills in using and navigating through different show websites.
• Basic skills in using and navigating through different registration tools and ticketing systems.
• Basic skills in using Microsoft Office applications.
• Basic skills in using telephonic system (Jabber, Enghouse Touchpoint, MS Teams Voice).
• Exhibits corecompetenciesbased on Customer Support function.
• Keen attention to details.
• Strong verbal and writtencommunicationskills.
• Experience inback-office support for emails and chat.
• Call Taking experience.
• Project Coordination.
• Stakeholder Management.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Responsibilities

• Respond quickly and efficiently to customer queries via chat, e-mail and / or phone
• Proactively seek out information about each show 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

Skills

Customer service

Communication skills

Attention to detail

Call handling

Stakeholder management

Project coordination

Learning agility

Education

Bachelor’s degree

Tools

Salesforce

Helpdesk tools

Outlook

Show websites navigation

Registration tools

Ticketing systems

Microsoft Office

Jabber

Enghouse Touchpoint

MS Teams Voice

Job description

Job Description

The Event Support Specialist is responsible for providing event support assistance for all inbound inquiries. They handle calls, e-mails and chat inquiries for all Reed Exhibitions events. Inquiries are from all event attendees across all Reed Exhibitions. The questions vary from registration, general show info, pricing, etc.

Accountabilities:

• Respond quickly and efficiently to customer queries via chat, e-mail and / or phone
• Proactively seek out information about each show 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

Qualifications:

• Bachelor’s degree holder
• At least 1 year customer service in contact center environment
• Basic skills in using and navigating Salesforce/Help/Outlook
• Basic skills in using and navigating through different show websites
• Basic skills in using and navigating through different registration tools and ticketing systems
• Basic skills in using Microsoft Office applications
• Basic skills in using telephonic system (Jabber, Enghouse Touchpoint, MS Teams Voice)
• Exhibits corecompetenciesbased on Customer Support function
• Keen attention to details
• Strong verbal and writtencommunicationskills
• Experience inback-officesupport for emails and chat
• Call Taking experience
• Project Coordination
• Stakeholder Management
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.