Support Specialist (Events)

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC.; Manila; On-site; PHP 335,000 - 536,000; Full time

Job summary

REED ELSEVIER SHARED SERVICES (PHILIPPINES) INC. is seeking an Event Support Specialist to handle inquiries via chat, email and phone for Reed Exhibitions events. You will provide accurate information on registration, pricing and show details while maintaining excellent service and meeting SLA targets.

You will use Salesforce/Helpr/Outlook and other registration tools, coordinate with show teams, and ensure clear, courteous communications to attendees and stakeholders.

Qualifications

• Bachelor's/College degree required.
• Basic skills with Salesforce, Helpr, and Outlook.
• Familiar with event websites and registration tools.
• Proficient in Microsoft Office.
• Strong written and verbal communication.
• Experience in back-office support for emails and chat.
• Call taking and project coordination experience.
• Stakeholder management capability.
• Ability to learn and apply enterprise AI tools.

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 support

Communication

Stakeholder management

Project coordination

Attention to details

Verbal communication

Written communication

Education

Bachelor's/College Degree

Tools

Salesforce

Helpr

Outlook

Registration tools

Ticketing systems

Microsoft Office

Jabber

Enghouse Touchpoint

MS Teams Voice

Job description

Job Summary:

• 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

Hard/Technical, Soft Skills and Complimentary Skills

• Must possess Bachelor's/College Degree

• Basic skills in using and navigating Salesforce/Helpr/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 core competencies based on Customer Support function

• Keen attention to details

• Strong verbal and written communication skills

• Experience in back 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.