Customer Service Representative (Event Support)

The Event Support Specialist is responsible for providing event support for inbound inquiries across all Reed Exhibitions events. This includes handling calls, emails, chats, and other customer inquiries related to registration, general show information, pricing, and other event-related concerns.

Plans, develops, and oversees marketing events (e.g., trade shows, conventions, and sales meetings) for internal and/or external clients. Coordinates customer invitation solicitations, advance and on-site registration, and post-event follow-up and evaluations. Research available venues and recommends event sites; investigates, selects, negotiates, and coordinates services with vendors, including catering and event support. Prepares budgets and forecasts and compiles summaries of total event costs, cost per contact, audience profiles, and attendee feedback. Responsible for the organization of events, including exhibitor/visitor sales and marketing, program development, event production, and on-site show operations. Ensures that events achieve their revenue, expenditure, and operating profit targets. Responsibilities are within the Event/Exhibit Production and Operations function, either as a generalist or in a combination of disciplines.

Performs routine assignments at the entry level of a professional job progression. Requires a college or university degree or equivalent work experience that provides exposure to fundamental theories, principles, and concepts. Receives instruction, guidance, and direction from others.

Key Responsibilities:

Event Support & Query Management

• Handle inbound calls, emails, chats, and social media inquiries from attendees, exhibitors, and conference participants.
• Provide support for registration, exhibitor portals, pricing, and general show information.
• Make outbound calls to support registration and increase event attendance.
• Conduct matchmaking calls when required.
• Take ownership of customer queries and ensure timely resolution within agreed SLAs.
• Provide ad hoc support to show teams.

Customer Service

• Proactively learn about each show to provide accurate information to customers.
• Deliver clear, concise, polite, and informative communication across all channels.
• Identify customer needs and provide excellent customer service.

Process Improvement & Reporting

• Identify process inefficiencies and escalate issues with recommendations for improvement.
• Follow established processes, training, and best practices.
• Work collaboratively with CREs and CRM to improve processes.
• Categorize queries accurately and support management reporting.
• Analyze email traffic to identify trends and opportunities for improvement.

General Profile

• Able to follow established processes and instructions.
• Relevant training or work experience.
• Able to manage own workload and make sound decisions in straightforward situations.
• Strong verbal, written, and customer service skills.

Qualifications:

• Bachelor’s degree holder.
• At least 1 year of customer service experience in a contact center environment.
• Basic knowledge of Salesforce, Helpr, Outlook, Microsoft Office, and telephony systems such as Jabber, Enghouse Touchpoint, or MS Teams Voice.
• Basic knowledge of show websites, registration tools, and ticketing systems.
• Experience in email and chat support and call handling.
• Experience in project coordination and stakeholder management.
• Keen attention to detail.
• Ability to quickly learn and apply enterprise AI tools and technologies to support business objectives.