Customer Service Specialist

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

• Stay informed about the commercial brands products, services and policies to provide accurate and

up-to-date information to customers.

• Assist customers with registration and event related questions. Includes troubleshooting and providing guidance as needed.

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.