Informa Shawnee , KS 66203
Posted 1 week ago
Job Description
The primary responsibility of a Customer Service Specialist (CSS) is to ensure customer satisfaction by addressing inquiries, resolving issues, and providing exceptional service. The CSS will be the frontline representative, acting as a bridge between the company and our attendees and exhibitors. This role is crucial in maintaining positive customer relationships and promoting the Informa Markets events.
Customer Interaction:
Respond to customer inquiries promptly via various channels such as phone, email, and chat.
Provide accurate information about products, services, and event policies.
Address and resolve customer issues, complaints, or concerns with empathy and professionalism.
Qualify buyers by researching and collecting data and updating database.
Initiates outbound calls to gather information, promote attendance, facilitate additional product purchases, and facilitate event registrations.
Problem Resolution:
Analyze customer problems and determine the best course of action for resolution.
Collaborate with other departments to solve complex issues and provide timely solutions.
Document, track and update customer information in the event database.
Product Knowledge
up-to-date information to customers.
Communication Skills:
Clearly communicate with customers, ensuring a positive and friendly interaction.
Provide clear and concise instructions to customers regarding problem resolution or next steps.
Team Collaboration:
Collaborate with other customer service specialists and internal stakeholders to share knowledge and improve overall customer support processes.
Provide feedback on common customer issues to help improve event experience.
Customer Feedback:
Gather and analyze customer feedback to identify trends and areas for improvement.
Contribute to the development of customer satisfaction surveys and provides feedback to internal stakeholders.
Informa