Customer Relations Coordinator

3 weeks ago

London, United Kingdom Informa Connect Full time

Informa Connect, part of the FTSE100 Informa Group, is a global organization which organizes major branded annual events and operates specialist digital communities that are key convening places for a market. Informa Connect run around 800 events each year in over 60 countries, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses in Global Finance, Life Sciences and Pharma and in a number of other specialist markets.

EBD Group ( is part of Informa Connect. We produce several life science partnering conferences per year in Europe, China, and the US. Our main clients are conference attendees from the international biotech, pharma, and finance industries.

At EBD Group’s events, customers use and leverage our online software partneringONE® to identify business opportunities and to develop strategic relationships essential to their business’ success.

What we are looking for:

Customer service is an important part of our business and drives customer retention. We are looking for an experienced and motivated Customer Relations Coordinator to join our international team that is mainly based in Munich, Germany, and London UK.

Job Description

Responsibilities

Taking the lead on everyday customer service for our events (65%)

  • Answering email requests and incoming phone calls from event attendees, with response times set at 24 hours or less
  • Facilitate any outbound event communications both for in person and digital components of events
  • Supporting attendees with planning ‘their visit’ including providing information on travel and hotel booking links
  • Working closely with our UK- and US- based accounting teams on registration enrolment, invoicing and debt review, using SAP as a booking database
  • Supporting sponsorship sales team with any invoicing and billing enquiries
  • Work closely with direct team members in UK and the US, as well as other teams as part of the event project team (Marketing, Operations, Digital Delivery, Production, Sponsorship and Exhibition Sales and Delegate Sales)

Onsite Registration & Attendee Data Management (30%)

  • Being the Event’s main point of contact for onsite event registration and managing our registration tool: Visit by GES
  • Managing an Event’s registration hardware, badge design, lanyards, and registration desk layout
  • Registration trouble shooting and set up on the large events
  • Ensuring the correct data including badge type, options codes, contact information and payment information is uploaded into the onsite registration system
  • Managing the complete attendee list for reporting purposes
  • Travelling to the large events to manage registration onsite as well as manage onsite payments
  • Liaising with Informa Connect’s central registration team as well as our registration partner Visit by GES

Other (5 %)

  • Performs other duties as needed
  • Attend training as suggested by Manager

Qualifications

  • 2+ years experience in a customer service role and/or in the service/hospitality industry
  • Knowledge of SAP would be advantageous
  • Enjoy engaging with people and supporting them with their needs—both customers and team members from around the world
  • Are good at multi-tasking
  • Have a can-do and problem-solving attitude
  • Are not shy to troubleshoot
  • Have a high level of accuracy
  • Are fluent in written and spoken English
  • Have very good skills in MS Office
  • Are generally IT literate
  • Have a passion for “the digital” and are curious to learn
  • Ability to travel internationally

Additional Information

Employee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomesall types of candidates.We are alsoflexiblewithdifferent working patternsandprioritize promotions internally. Our benefits include:

  • Learning and development plan to assist with your career development
  • 25 days annual leave, 4 days for volunteering and a day off for your birthday
  • Competitive Benefits
  • Work with high quality specialist products
  • Bright and friendly staff who are all “expert’s experts” and additional training and development for helping you achieve your career aspiration
  • Share-Match options - become a shareholder
  • Regular social events and networking opportunities

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need 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. We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law.

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