Event Support Specialist

RELX International; Manila; On-site; PHP 446,000 - 725,000; Full time

Job summary

RELX International, Manila-based, seeks an Event Support Specialist to provide frontline assistance for Reed Exhibitions events. You will handle inbound calls, emails, chats, and other inquiries related to registration, pricing, and general show information.

In this role, you will support exhibitors and attendees, conduct outbound calls to promote registration, and help teams with ad hoc inquiries. A Bachelor's degree and at least one year of contact-center experience are required.

Qualifications

• Bachelor's degree required.
• 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.
• 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.

Responsibilities

• 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.
• Proactively learn about each show to provide accurate information.
• Deliver clear, polite, and informative communication across all channels.
• Identify customer needs and provide excellent customer service.
• Identify process inefficiencies and elevate issues with recommendations for improvement.
• Follow established processes, training, and best practices.
• Collaborate with CREs and CRM to improve processes.
• Categorize queries accurately and support management reporting.
• Analyze email traffic to identify trends and opportunities for improvement.

Skills

Customer service

Communication

Attention to detail

Learning ability

Multitasking

Education

Bachelor's degree

Tools

Salesforce

Outlook

MS Office

Enghouse Touchpoint

Jabber

MS Teams

Job description

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 elevate issues with recommendations for improvement.
• Follow established processes, training, and best practices.
• Collaborate 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.
• Can 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.
  

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