Customer Service Manager EVENTS

Recruiter
Real recruitment
Location
London
Salary
£25000 - £26000/annum
Posted
12 Jun 2017
Closes
12 Jul 2017
Sector
Retail
Contract Type
Permanent
Hours
Full Time
Work closely with all departments especially sales, operations, marketing and conference.
* Be the focal point for all customer requirements, answering questions via both email and telephone
* Work with our customers throughout the event cycle from contract signing through to completion of the event.
* This role is not only reactive but proactive. You will be charged with calling newly contracted clients welcoming them to the event and highlighting that they are a call away for any requirements
* You will need to have a solid understanding of all aspects of the events to ensure the customer is provided with the correct information
* Manage the customer service offering. This entails assessing and managing the customer requirements to continually improve processes and outcomes
* Measuring and reporting. Agree priorities and standards and then manage the process to deliver them
* Manage all customer service processes, remembering that we are becoming more proactive and engaging customers earlier in the buying cycle.
* Troubleshooting. As problem areas for customer service are identified you must engage the relevant manager to agree priorities and implement change to address these areas and make the planned changes quickly and effectively
* Provide weekly reports highlighting the issues and resolutions with specific customers
* Updating Sales force with relevant customer information
* Work with the Event Directors to drive continual improvement in customer relations
* Establish and test new strategies to improve the customer service experience.
* Be on site at each event and be the focal point for customer requirements
Technical / Functional
* Proven experience in a Customer Service role
* Exhibition and conference experience is preferable
* Listening skills, to understand exactly what customers require
* Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations
* Dynamic and enthusiastic personality
* Creative thinking, to be able to come up with new ideas to improve customer service standards
* An ability to work well under pressure
* Organisational and planning skills to develop customer service policies
* Good personal presentation, especially when working with customers face-to-face
* Positive influencing and negotiating skills
* Strong knowledge of MS Office Suite, especially MS Word, Outlook and Excel

Personal Attributes / Interpersonal
* Strong attention to detail
* Excellent interpersonal and relationship building skills
* Excellent time management
* Confident working within a team and autonomously when necessary
* Ability to multi-task and prioritise competing duties
* As a point of contact for our clients and staff, it is essential that you have an excellent telephone manner and are an effective and confident communicator
* Excellent information gathering abilities
* Engaging, professional, and diplomatic demeanour
* Superior oral and written communications skills
* Good listening skills
* Excellent interpersonal skills - ability to communicate clearly and promptly in all mediums with all levels of staff
* Intelligent & incisive
* Can build effective informal and formal communication channels at all levels, both internally and externally
* A consultative approach. Shows respect and takes on board the views of others. Listens carefully
* Pragmatic and level headed
* Ability to plan, prioritise and deal with issues before they become a problem
* A completer/finisher
* Resourceful & industrious
* Team player, used to assimilating and sharing knowledge on a timely basis