Customer Service Specialist

Job Description

This role is based in our Irving Office

As a Customer Service Specialist (CSS), your primary role is to ensure customer satisfaction by addressing inquiries, resolving issues, and delivering outstanding service. You will serve as the frontline representative, acting as a link between the company and our attendees and exhibitors. This position is crucial for fostering positive customer relationships and promoting Informa Markets' events.

Key Responsibilities:

Customer Interaction:

• Respond to customer inquiries promptly via various channels such as phone, email, and chat.
• Provide accurate information about products, services, and event policies.
• Address and resolve customer issues, complaints, or concerns with empathy and professionalism.
• Qualify buyers by researching and collecting data and updating database.
• Initiates outbound calls to gather information, promote attendance, facilitate additional product purchases, and facilitate event registrations.

Problem Resolution:

• Analyze customer problems and determine the best course of action for resolution.
• Collaborate with other departments to solve complex issues and provide timely solutions.
• Document, track and update customer information in the event database.

Product Knowledge

• Stay informed about the commercial brands products, services and policies to provide accurate and up-to-date information to customers.
• Assist customers with registration and event related questions. Includes troubleshooting and providing guidance as needed.

Communication Skills:

• Clearly communicate with customers, ensuring a positive and friendly interaction.
• Provide clear and concise instructions to customers regarding problem resolution or next steps.

Team Collaboration:

• Collaborate with other customer service specialists and internal stakeholders to share knowledge and improve overall customer support processes.
• Provide feedback on common customer issues to help improve event experience.

Customer Feedback:

• Gather and analyze customer feedback to identify trends and areas for improvement.
• Contribute to the development of customer satisfaction surveys and provides feedback to internal stakeholders.