Customer Service Representative
Customer Services Representative | Amsterdam
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UBM EMEA connects people and creates opportunities for companies across five continents and more than 20 industry sectors to develop new business, meet customers, launch new products, promote their brands, and expand their markets through live exhibition, conference, awards programmes, publication, websites, training and certification.
The customer service team is the main point of contact for all the attendees of the UBM EMEA portfolio (serving a range of events and international clients). 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 customer service team is a vital connection from attendees to all these departments. The team owns customer issues and works proactively to resolve these quickly with a clear response back to the customer. Providing continual support for exhibitors once they have signed a contract and at every stage through the customer journey; pre-show, onsite and post show follow up.
Principal Duties and Responsibilities:
Ensuring the highest level of customer service and delivery of our products.
Providing a principal point of contact post sales process for Exhibitors and coordinating queries and issues for resolution.
Customer contact inbound and outbound through telephone, email, chat and web services
Contact exhibitors proactively to gather exhibitor content (new launches, product info) & educate on how to use directories
Provide customer support and bookable appointments for directory-related inquiries
Providing a principal point of contact for general visitor enquires
Gather customer insight for digital solutions and support surveys with direct outreach.
Handling question’s related to invoicing and credit control
Providing customer service support and coordination onsite at shows
Attending event meetings and close liaison with event teams to ensure a good overall knowledge of the events and to provide customer feedback
Create and input into customer service reports for events teams with best practice and suggestions for improvements
Main point of contact for customer complaints
Capturing and inputting customer data into CRM systems
Flagging floorplan issues
Management of the online exhibitor manual, catalogue data and lead generation tools
Occasionally, support the wider portfolio team as a whole along with ad hoc duties
Managing onsite service desk and be the main point of contact at the show
Excellent communicator, team player and a multi-tasker
Prior customer service role experience
Fluent in English and German, additional languages are desirable ( French & Chinese a big advantage)
Quick learner who is self-sufficient and uses initiative
A self-starter with a high level of enthusiasm and accuracy
Highly self-motivated with exceptional time managements
Good computer skills (Microsoft Office – Excel, Word, Powerpoint) and understanding of CRM systems
Experience/ understanding of B2B exhibitions
We are an equal opportunities employer committed to building a diverse and inclusive culture. We actively welcome applications from suitably qualified and eligible candidates from minority ethnic backgrounds and LGBT communities as they are currently underrepresented at application stage.