Customer Service Team Leader

Company Description

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

The Role:
The Customer Service team is the main point of contact for all after-sales
queries which includes all event participants (internal and external):
exhibitors, visitors and the EMEA portfolio teams (serving a range of events,
international clients and internal departments). The department helps in both
a re-active and pro-active way to ensure our customers receive all the
attention and care they need to make the most of the event. The core function
includes but is not limited to: supporting all customers, liaising and working
closely with the event team, including marketing, operations, sales and credit
control departments.
The Customer Service Team is a vital communication connection sharing the
voice of the attendees with all internal departments. The Team owns their
customer queries and work proactively to resolve these quickly with a clear
response and resolution for the customer. They provide continual support for
exhibitors (once a stand has been purchased) and visitors (after they have
registered to attend an event) at every stage of the customer journey: pre-
show, onsite and post-show follow up.
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 some requirement to travel across the EMEA region to provide on-site support.
* 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 Customer Service Manager.
* Extended working hours may be required when needed e.g. when onsite visits or during the events.
* Travel may also be required.

Qualifications

Experience
* Excellent communicator, team player and a multi-tasker.
* Prior customer service role experience.
* Fluent in English and Arabic, additional languages are desirable (German, French or Chinese 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.