Event Support Coordinator (Customer Service)

The Event Support Coordinator is responsible for providing event support assistance for all inbound inquiries.  They will 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:

• Responds quickly and efficiently to customer queries via chat, e-mail and / or phone
• Proactively seeks out information about each show to be able to provide accurate information to customers
• Listens actively, identify customer needs and deliver excellent service at every interaction that reinforces RX as a supplier of choice
• Ensures all communication, written or verbal is clear, concise, polite and informative
• Provides ad-hoc support to show teams
• Takes ownership of queries from start to finish
• Ensures tasks and workload are completed to agreed SLA

Qualifications:

• Bachelor’s degree holder
• At least 1 year customer service in contact center environment
• Basic skills in using and navigating Salesforce/Help/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.