Event Support Specialist
Reports To: Operations Supervisor
Job Summary:
- The Event Support Specialist is responsible for providing event support assistance for all inbound inquiries. They 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
- Respond quickly and efficiently to customer queries via chat, e-mail and / or phone
- Proactively seek out information about each show to be able to provide accurate information to customers
- Listen actively, identify customer needs and deliver excellent service at every interaction that reinforces RX as a supplier of choice
- Ensure all communication, written or verbal is clear, concise, polite and informative
- Provide ad-hoc support to show teams
- Take ownership of queries from start to finish
- Ensure tasks and workload are completed to agreed SLA
Core Competencies
- Selling: Assists in the overall sales process and customer journey from prospecting to nurturing, closing, upselling, negotiating and servicing
- Data and Analytics Management: Ability to understand, analyze, gather and organize data in an account management tool or database and marries the results gathered and tasks accomplished with industry- specific trends and demographics
- Revenue Risk Management: Anticipates risks that may impact revenue and customer experience through a systematic review and account health check. Addresses future and on-going issues through effective use of available resources and decision flows
- Facilitation: The rudiments of an effective facilitator such as attributes and presentation skills
- Campaign Management: Ability to conceptualize, create and execute an effective campaign journey across a variety of platforms
- Web Development and Optimization: Ability to manage, implement, execute optimized content and web framework and analyze digital performance
- Creative Design: Ability to conceptualize, create, design, execute, evaluate and communicate effective visual communication plan and visual collaterals to address and satisfy business and organizational needs through marketing efforts
Hard/Technical, Soft Skills and Complimentary Skills
- Must possess Bachelor's/College Degree
- Basic skills in using and navigating Salesforce/Helpr/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.
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