Job Description

Event Support Specialist

Reports To: Operations Supervisor

• 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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