Event Support Specialist

LexisNexis Risk Solutions; Manila; On-site; PHP 279,000 - 424,000; Full time

Job summary

RELX is seeking an Event Support Specialist in Manila to handle inbound inquiries across Reed Exhibitions events, including calls, emails, chats, and social media. You will assist with registration, pricing, exhibitor portals, and show information, and may make outbound calls to boost attendance.

The role requires a Bachelor’s degree and at least 1 year of customer service in a contact center, with familiarity in Salesforce, Outlook, and telephony tools.

Qualifications

• Bachelor’s degree required.
• At least 1 year of customer service experience in a contact center.
• Basic knowledge of Salesforce, Helpr, Outlook, Microsoft Office, and telephony systems.
• 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.

Responsibilities

• Handle inbound calls, emails, chats, and social media inquiries from attendees, exhibitors, and 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 SLAs.
• Provide ad hoc support to show teams.
• Identify process inefficiencies and elevate issues with recommendations for improvement.
• Categorize queries accurately and support management reporting.

Skills

Customer service

Stakeholder management

Attention to detail

Problem solving

Education

Bachelor’s degree

Tools

Salesforce

Helpr

Outlook

Microsoft Office

Jabber

Enghouse Touchpoint

MS Teams Voice

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.
• Work collaboratively 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.
• Able to 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.

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

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive. Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions. Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.