Customer Service Representative - job 1 of 2

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

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 works 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 so pre-show, onsite and post-show follow up.

Job Responsibilities:

• Main point of customer contact for all event queries, both inbound and outbound, through various contact channels such as telephone, email and what’s app.
• Acting as the Subject Matter Expert to 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.
• For Exhibitors, the core tasks revolve around helping them prepare for the show by explaining the exhibitor manual and coordinating resolution on all queries.
• For Visitors, the core tasks revolve around helping them understand the event website and supporting their attendance to the event.
• Capturing/updating customer data into CRM systems and/or any other relevant internal platforms.
• Support the fulfilment of integrated customer communication plans.
• Contact exhibitors proactively through voice campaigns to educate them and gather feedback on using web services (exhibitor manual, new launches and products).
• 1st line technical support for digital products/tools.
• Handling questions related to all internal departments.
• Provide customer service support and coordination onsite at shows (if required).
• Give input into customer service reports based on customers insight and feedback.
• Support and escalate customer complaints through the correct channels.
• Understand how to use the online exhibitor manual, catalogue data, lead generation tools and any other internal systems.
• Support any ad hoc duties as directed by the Customer Service Team Leader – Turkiye and Senior Customer Service Manager – Europe.

Experience: 

• 1-2 years customer service experience in a call centre/customer success/F2F customer environment preferable.
• Fluent in English is required, which includes excellent written and verbal skills.
• Ability to deliver quality output on time and work with deadlines/targets.
• Experience using Salesforce or other CRM systems preferable.
• F2F customer service is an advantage.
• Good computer skills (Microsoft Office – Excel, Word, PowerPoint).

Other Information:

• Due to Turkiye visa legislation we can only consider candidates who hold a Turkish passport. 
• Hybrid position with an expectation of minimum of 3 working days in the office per week and 2 days from home (although it will be 5 days a week in the office for the probation period).

In support of the Turkish Governments initiative to increase the representation of disabled individuals in the workplace, we actively encourage and welcome applications from candidates that consider themselves to be disabled and/or are registered with ISKUR.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

Our benefits include:

• Time out: Take up to four days per year to volunteer, plus a day off for your birthday!
• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares
• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive and most of us balance time in the office with time working remotely
• Company funded private medical insurance
• The opportunity to develop your career with bespoke training and learning and on-demand access to thousands of courses on LinkedIn Learning.
• When it’s time for the next step, we encourage and support internal job moves
• Great community: a welcoming culture, our fantastic Walk the World charity day and active colleague run diversity and inclusion networks
• As an international company, the chance to collaborate with teams around the world

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

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