Hybrid Event CX Specialist – Global Live

The Financial Times Ltd; Manila; Hybrid; 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

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.