Customer Service Team Leader

Company Description

Company Overview
Informa PLC is a leading international events, intelligence and scholarly
research group.
Our purpose is to champion the specialist. Through hundreds of powerful brands
we work with businesses and professionals in specialist markets, providing the
connections, intelligence and opportunities that help customers grow, do
business, make breakthroughs and take better informed decisions. Informa is
listed on London Stock Exchange and a member of FTSE ‎100, with over ‎11,000
colleagues working in more than ‎30 countries.
Each of our five operating divisions has a distinct focus:
Informa Connect aims to provide expert content you cannot Google, and
access to specialist networks and communities, through major branded annual
events and specialist digital communities and content services.
Informa Intelligence provides specialist digital information and data
products, consultancy and research services to over ‎25,000 business worldwide,
helping companies make better informed decisions and gain competitive edge.
Informa Markets creates global platforms for industries, specialist
markets and customers to trade, innovate and grow, delivering over ‎550 events
annually, specialist digital content and actionable data solutions.
Informa Tech aims to inspire the global technology community to design,
build and run a better digital world by providing research, media, training
and events to specialist technology communities worldwide.
Taylor & Francis commissions, curates, produces and publishes scholarly
research and reference-led content in specialist subject areas, advancing
research and enabling knowledge to be discovered and shared.
Our sixth division is Global Support , which provides shared, efficient
business services and function-specific expertise to each of Informa's
operating divisions.
In every market and industry, business opportunity and success come from
attracting and engaging with customers, generating leads, showcasing products
and researching and discovering the latest solutions.
Informa Markets organizes over ‎550 market leading B2B events every year. At
our events we create the environments which allow business to flourish. Our
knowledge of the communities we serve, our ability to attract the right people
and our skill at curating the physical space and creating memorable
experiences bring thousands of like-minded people together. It is this shared
experience and the opportunities to make human connections which allow
businesses to grow.

Job Description

Job Summary/Responsibilities
* Main point of customers contacts, inbound and outbound, through telephone, email and live chat.
* Main point of contact for specific event portfolio stakeholder relationships
* Acting as the Subject Matter Expert ensure the highest level of customer service to our customers (visitors and exhibitors) making sure all queries are replied to, followed-up and resolved within the department SLA. Ensuring specific support requirements are understood and the Cairo team are operationally ready to support them with quality outcomes
* For Exhibitors, the core tasks revolve around helping them prepare for the show by explaining the Exhibitor Manual and coordinating resolution on all queries received
* For Visitors the core tasks revolve around helping them understand the event website and supporting their attendance to the event
* Capture/update customer data into CRM systems and/or any other relevant internal platforms
* Support the development and implementation of integrated customers communication plans
* Contact exhibitors proactively to educate them and gather feedback on using web services (exhibitor manual, new launches and products)
* 1st line technical support for digital products/tools
* Gather customer insight for digital solutions and support surveys with direct outreach
* Handle questions related to invoicing and credit control
* Provide customer service support and coordination onsite at shows
* Give input into customer service reports for Events teams with best practice and suggestions for improvements based on customers feedback
* Main point of contact for customer complaints
* Support the online exhibitor manual, catalogue data, lead generation tools and any other internal systems
* Support the event teams as required
* Ad hoc Duties as Directed by the Head of Customer Service

Qualifications
* Excellent communicator, team player and a multi-tasker
* Prior customer service role experience
* Fluent in English, additional languages are desirable (Arabic a big advantage)
* Quick learner who is self-sufficient and uses initiative
* Proactive problem-solver
* A self-starter with a high level of enthusiasm and accuracy
* Great attention to detail
* Exceptional multi-tasking skills
* Excellent organizer and able to work in a busy environment
* Flexible, creative and versatile
* Highly self-motivated with exceptional time management
* Salesforce or other CRM experience
* Strengths in attention to detail
* Exceptional prioritizing skills while able to work in an ever-evolving environment
* Ability to deliver quality output on time and work with deadlines/targets
* Good computer skills (Microsoft Office - Excel, Word, PowerPoint)
* Experience/understanding of B2B exhibitions
* Please note, this position is ‎37.5 hours a week, but you may be required to work extended hours on occasion e.g. when onsite and travel may also be required