Customer Experience Operations Coordinator

Informa Group Plc. • New York, NY

4h • $50,000 - $60,000

About The Position

We're looking for a Customer Experience Operations Coordinator to join our team in New York as part of our Client Services function at Informa Festivals.
Your team: You will be joining the global Customer Experience Operations department at Informa Festivals who are responsible for delivering customer service excellence across our international events for the Fintech pillar. You will report to the Customer Experience Operations Manager who is also based in New York.
Your Role: As a CX Operations Coordinator, you will be the first point of contact for our event attendees and you will be responsible for delivering customer service excellence, ensuring all queries are answered swiftly, informatively and politely as well as all ensuring registrations are processed accurately and efficiently. This role will be required to travel to our flagship Money20/20 USA event in Las Vegas to assist with the onsite delivery of registration and badge collection. There will also be an opportunity to travel to our Money20/20 and Finovate events across Europe, Asia and North America.

Requirements

• Minimum of 1 years' experience in a customer service role. Ideally in an administrative or support role, preferably within events or a corporate setting.
• Experience handling high volumes of emails and calls is essential.
• Must be extremely customer service-oriented with a passion for exceeding customer expectations.
• Excellent oral and written communication skills, including proofreading skills; you are a great communicator – with colleagues and customers alike.
• Excellent organizational skills: able to manage multiple enquiries, tasks and deadlines efficiently.
• Should be database savvy, detail-oriented and have good problem-solving skills.
• Good computer skills (e.g. basic knowledge of Microsoft Excel, Word, and Outlook).
• Our events attract attendees worldwide and you will work closely with an international team, you must be an advocate and ally for diversity, equality, and inclusion.

Nice To Haves

• Experience using Salesforce and Live Chat platforms is a plus, but not essential as full training will be provided.

Responsibilities

• You will provide a first-class experience to our attendees from their initial contact onward, ensuring all queries are addressed within one working day across customer service channels, including email, calls, and live chat.
• You will become an expert on all Fintech pillar events, across Money20/20 and Finovate, confidently explaining our pass types, benefits, and mission.
• This role will be required to travel to our flagship Money20/20 USA event in Las Vegas every October to assist with the onsite delivery of badge collection. You must be available to attend the Money20/20 USA event held every October in Las Vegas and FinovateFall held in New York every September. There will also be an opportunity to travel to our Fintech & Marketing pillar events across Europe, Asia and North America.
• Onsite at the events, you will be customer-facing and manage the badge collection desks including taking payments for onsite registrations.
• You’ll manage our phone line, event inboxes, and live chat during working hours to ensure all queries are answered swiftly, informatively, and politely. In addition, you’ll review pass applications and eligibility for our special criteria pass types such as Start-Ups, Investors, Retailers.
• You'll support department initiatives and projects, for example, elevating the on-site customer experience. This could include supporting our loyalty recognition initiative, contributing to customer onboaridng emails, webinars and dedicated web pages for FAQs.
• You’ll support creating, maintaining, and updating pass registration records with the latest attendee information ensuring a high level of detail when processing delegate data using our registration software systems.
• You’ll share weekly updates with the Customer Experience Operations Manager on customer sentiment, feedback, pain points.
• During quieter periods, you will support customer service for additional events at Informa Festivals.

Benefits

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms 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
• Time out: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed