Customer Service Executive

Employer Informa Australia
Location NSW
Type Full-time
Contact Hannah Brown
Closes 30 April 2021

Overview of Position The purpose of this role is to work as part of the customer service team to ensure all Informa client enquiries and event registrations are managed in a timely and professional manner. This involves communicating with clients by telephone and email, and ensuring all delegate information, along with event information, is accurately entered into our registration database. You will assist the head of the department in the smooth running of the department. Part of this is ensuring the work completed by team members is accurate, meets Informa’s quality standards and within the agreed service levels.


Main Duties & Responsibilities

  • Work effectively as part of a team to help achieve individual, team and departmental objectives
  • Deputising for the head of the department when required
  • Ensuring department workload is completed accurately, to the agreed standards of quality and within the agreed service levels – follow procedures and checklists
  • Maintain advanced working knowledge of all processes and communicate related issues to the head of the department when necessary
  • Perform quality assurance on work that is processed
  • Report workload statistics as required
  • Assist the head of the department with identifying and implementing continuous improvements
  • Communicate directly with clients by telephone or email, communicating effectively in a professional and timely manner
  • Listen and understand client requests, take ownership of queries and proactively follow through to resolution
  • Processing of delegate registrations, payments, amendments and cancellations accurately
  • Set-up of event information accurately including event booking options, pricing, dates, confirmation letters/emails and invoices
  • Liaise with internal departments to ensure smooth delegate registration process prior to and upon arrival at events
Requirements for Role
  • 2+ years in a corporate customer service role where working accurately and to deadlines is a prerequisite (preferable)
  • The ability to maintain a high level of commitment, responsibility, enthusiasm and standard of work
Skills Required
  • Previous SAP experience (preferable)
  • Previous experience working within event industry (preferable)
  • Strong sense of responsibility and maturity
  • Interpersonal and communication skills - verbal and written
  • Attention to detail and accuracy
  • Strong organisational ability
  • Computer literate and proficient in the use of Excel, Outlook and Word
  • Time management and ability to multi task
  • Numerate
  • Ability to work within a team, and to lead by example
  • Flexibility and willingness to learn
  • Strong work ethic and the ability to show initiative
  • Decision making and problem solving
Working Conditions:
  • Working hours are between 8.30am to 5.30pm (either 8.30-5.00 or 9.00-5.30), with one hour for lunch.
  • Performance appraisal yearly
  • Holidays – 20 days per working year
  • Personal leave – 10 days per working year