To provide event support assistance to all inbound queries. 

Handle all Inbound call, email, chat and social media inquiries for all RX Events - 

Inbound calls – attendee, exhibitor and conference calls across all RX shows - questions vary from registration, general show info, pricing, etc. 

Outbound calls – Outreach to attendees and exhibitors to increase attendance at shows and assist with the registration process.  Matchmaking calls when needed by shows.  

Read and respond to all email inquiries for all RX Shows daily 

Key Responsibilities:

Event Support & Query Management:

Provide event support on exhibitor portals and visitor registration.

Respond quickly and efficiently to customer queries initially via chat, email & telephone.

Proactively seek out information about each show to be in order 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

Process improvement

Identify process/functional inefficiencies that damage the customer experience or hinder our ability to provide first class event support and escalate to CRM with suggestions as appropriate

Ensure training, process and best practice is adhered to

Work collaboratively with the CRE’s and CRM to improve processes

Ensure information is captured and communicated in accordance with standards and reporting requirements

Information Analysis

Ensure that all queries are categorized appropriately in order that management reporting be accurate.

Ad hoc analysis of email traffic to identify trends or patterns that can be used to implement change

Qualifications:

Bachelor's degree

Ability to work any time zone shifts

Customer service experience is preferable

Excellent written and verbal communication skills

Confident in dealing effectively with internal and external customers

Ability to calmly organize and prioritize your workload as you will be working across many different customer groups

Foreign language skills would be beneficial but not essential

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