Customer Success Administrator, ICIS
4 weeks ago
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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