Customer Service Executive

3 weeks ago

Dubai, United Arab Emirates Informa Markets Full time

**Company Description**
Informa is one of the world’s leading knowledge providers. We create and deliver highly specialised information through publishing, events, training, market intelligence and expertise, providing valuable knowledge to individuals, businesses and organisations worldwide.

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.
**Job Description** Informa Markets**

**Reports to**:
Sales Partner Director

**The Role**

The Customer Service Executive - Sales Partners is a new role created for the Healthcare portfolio. We have over 20 agents working across our 8 international events who are responsible for bringing a large number of customers to our shows. The Customer Service Executive will provide additional support to our agents, and subsequently to our customers, by being the main point of contact for after-sales queries.

Responding to enquiries or being more pro-active with information, the aim is to provide a better on-boarding experience, and ensure agents/customers receive the attention and care they need to have a successful event. Another part of the role is supporting agents in the sales process with better lead management and tracking as well as better insight into pipeline and sales pacing.

**Job Summary**
- Manage post-sale queries from agents / customers under agents
- Proactively share updates and information that will help onboard customers
- Communicating effectively with all departments
- Support partners / agents in tracking leads and pipeline / pacing activity
- Monitoring and enhancing exhibitor satisfaction levels
- Timely & accurate reporting of activities

**MAIN DUTIES & RESPONSIBILITIES**

**Sales Agents / Customer Queries**
- Acting as the Subject Matter Expert to ensure the highest level of customer service making sure all queries are replied to, followed-up and resolved within agreed timeframe
- For Agents/Exhibitors, the core task is to help them and their customers prepare for the show by explaining the exhibitor manual and coordinating resolution on all queries
- Capturing/updating customer data into CRM systems and/or any other relevant internal platforms
- Contact agents 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)
- 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

**Leads Management / Sales Pacing**
- Weekly or monthly reporting on sales pacing from agents
- Monitoring lead conversion and quality: from lead to opportunity to closed won
- Support in providing reports on sales agents sales performance

**Agent Commission / Post-Show Reporting**
- Support in consolidating post-show commission reports and data
- Support in monitoring customer satisfaction of customers under agents

Any other duties commensurate with the grade and level of responsibility

**Qualifications** Qualities needed for the role**
- Proven experience of building stakeholder relationships internally and externally
- Excellent data reporting and tracking skills
- Prior customer service role experience preferred
- Fluent in English is a must, which includes excellent written and verbal skills
- Ability to deliver quality output on time and work with deadlines/targets
- Quick learner who is self-sufficient and uses initiative
- A self-starter with a high level of enthusiasm and accuracy
- Exceptional multi-tasking skills
- Flexible, creative and versatile
- Highly self-motivated with exceptional time management
- Experience using Salesforce or other CRM systems preferable
- Good computer skills (Microsoft Office - Excel, Word, PowerPoint)
- Experience/understanding of B2B exhibitions preferable

**Additional Information**

We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer.

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