Customer Success Administrator, ICIS

4 weeks ago


Surrey, United Kingdom LNRS Data Services Ltd Company Full time

About the Role

The Customer Success Administrator plays a vital role in maintaining accurate records and providing exceptional support to attendees, ensuring a seamless booking process. As part of a global events team, flexibility is key, with occasional work outside standard hours and on-site event attendance.

Responsibilities

  • Respond to customer and stakeholder queries via email and phone, adhering to strict SLAs.
  • Take ownership of resolving queries efficiently and effectively.
  • Drive adoption of online event platforms by conducting virtual demos with sponsors and delegates.
  • Gather and share customer feedback through post-event surveys, with follow-ups for detailed insights.
  • Process delegate substitutions, transfers, and cancellations.
  • Update delegate records, process invoice changes, and collect payments as necessary.
  • Make courtesy calls to customers as required.
  • Process offline group bookings and invoices.
  • Follow up on incomplete bookings to assist customers with registration issues.
  • Create and apply discount codes for various customer groups.
  • Issue supporting documents for delegate visa applications.
  • Set up and send scheduled event emails to registered delegates.

    Requirements:

    • A process-driven individual who adapts quickly to new technologies.
    • A customer-centric approach, prioritizing problem-solving and initiative to resolve issues efficiently.
    • A versatile, enthusiastic, and quick-learning individual with a desire to enhance the customer experience and streamline processes.
    • A well-organized and proactive team player, ensuring timely completion of milestones within each event cycle.
    • An excellent communicator, both verbally and in writing.
    • Adept at managing multiple tasks simultaneously, with strong organizational and dependability skills.
    • Strong attention to detail.


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