Customer Service Representative (Client Services)

IQVIA’s Speaker Bureau team consists of dedicated meeting professionals who plan and manage highly compliant meetings and events for Life Sciences organizations.  We work with our clients to deliver a high-quality attendee experience through a range of in-person, hybrid, and virtual meetings by seamlessly pairing deep industry expertise, best-in-class compliance technology and an innovative, scalable approach to support our client’s Speaker Bureau.  The Manila Speaker Bureau Logistics Planner is main point of contact of Venue, Food & Beverage, and Audio-Visual vendors on behalf of our client’s field force sales reps through the planning logistics of these successful and compliant meetings. 

Essential Duties & Responsibilities

• Collaborate as an integral part of the client Core Team which comprises of meeting planners and speaker bureau planners and other planner roles supporting the logistics of each meeting.

• Coordinate all aspects of the planning and delivery of relevant meeting logistics in a timely manner within the client’s business rules and budgetary requirement.

  • Confirm and secure location/venue booking of each meeting assigned, applying venue compliance following business rules and approved SOP of each client team.
  • Plan and confirm Food & Beverage needs of the meeting for the Sales Rep, Speaker and all attendees considering any requested special F&B needs of the meeting.
  • Review and secure all audio-visual needs for the meeting including specific requests or needs by the Sales Rep or the Speaker(s) of the meeting.
  • Coordinate venue, food/beverage, and AV confirmation with Meeting Planner through standard documentation and communication within the meeting lifecycle.
  • Ensure all related tasks, required documents are sent and confirmed in a timely manner as measured by task due dates and applicable service level deliverables.
  • Communicate timely with meeting planner, speaker bureau planner and vendors related to task completion and other related inquiry or follow up needs.

• Application of client business and compliance rules throughout the planning process, especially related to venue appropriateness and negotiated rates within compliance rules.

• Ability to trigger or escalate any items that can impact risk on meeting compliance.

• Complete work within client defined SLA parameters

• Ensure understanding of system functionalities related to job function as assigned.

• Liaise with relevant internal and external stakeholders to ensure appropriate team members have the most up to date information.

• Comply with timekeeping standards & policies in Sprout, PSA ensuring accurate work hours are logged.

• Other related team task maybe assigned.

Qualifications

• 2+ years of (events) planning, and/or customer service experience or equivalent

• Previous work experience in catering to US clients, preferably in a phone-based Customer Service role, is required

• Relevant events or meeting planning experience is preferred

• Pharma Industry experience is a plus

• Familiarity with US cultural norms and practices to better understand and service stakeholders and clients.

• Bachelor's Degree Required.

• Proficiency in PC applications, Microsoft Office suite of products (Word, Excel, PowerPoint, Teams) and Outlook is required.

• Knowledge in SharePoint, Salesforce and Smartsheet preferred.

• Proficiency in using phone systems such as Twilio, CRM software and other relevant technology is preferred

• Ability to carry out analysis and information gathering to resolve problems on routine matters.

• Able to work during US standard business hours and be flexible on work schedule and/or extended hours to meet clients’ business needs during peak season.

• Ability to multi-task/plan numerous meetings simultaneously while still demonstrating a strong attention to detail.

• Able to be flexible to report onsite frequently, dependent on business need

• Conducive work space when working remotely at home, which includes ability to receive and make calls during your shift, work with company provided dual monitors and have appropriate internet speed is required

• Comfortable working in a fast-paced team environment, while also able to work independently.

• Exceptional customer service skills

• A strong sense of urgency and the ability to effectively problem solve.

• Excellent oral and written communication skills with focus on the ability to be concise and clear, summarize a situation and articulate the necessary next steps, effectively listen, and assess the need for urgent action.

• Collaborate as an integral part of the project team to execute world class events as measured by internal and external client satisfaction