Customer Experience Operations Administrator - London, United Kingdom - Ascential

Ascential

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We are looking for a Customer Experience Operations Administrator to support our Commercial Sales Team and to join our team in London as part of the CX Operations Department, delivering Money20/20 Europe and Money20/20 USA.

As CX Operations Administrator you will be the first point of contact for our Sales Team and you will be responsible for delivering a premium customer service to our sponsors, ensuring all queries are answered swiftly, informatively and politely as well as ensuring all delegate registrations are processed accurately and efficiently.

This role offers the opportunity to travel to both shows to assist with the onsite delivery of badge collection.

Key accountabilities- To be customer facing and manage the Sponsor badge collection desks at Money20/20. This role will involve printing and organising badges and taking payments. You will need to be available to travel to the Money20/20 events each year. In 2023 the dates will be - 8 June 2023 for Money20/20 Europe in Amsterdam and October 2023 for Money20/20 USA in Las Vegas. Attend weekly/daily Sales meetings with CX Operations Manager to share important updates and answer booking and plan your trip related questions.

This role will specialise in troubleshooting Sponsor related queries with the aim to answer queries in real time where possible.- Assist CX Operations Manager with top up training sessions with the Sales Team where required.- Organise and pre-print Sponsorship passes and coordinate passes being collected onsite.- To support elevating the online customer experience.

This could include contributing to customer comms and dedicated web pages for FAQs.- To assist with creating, maintaining and updating attendee pass registration records in Salesforce with the latest attendee information.- To share regular updates with CX Operations Manager on customer sentiment and feedback.- Our events attract attendees worldwide and you will work closely with an international team, you must be an advocate and ally for diversity, equality and inclusion.- In quieter periods, you will support Customer Service for additional events and digital products including LIONS and Money20/20 Asia (launching in 2024).

This list is not exhaustive and there may be other activities you are required to deliver.

Skills, experience & qualifications required- Ideally someone with experience in a customer facing or administrative support role.- You should be passioniate about exceeding customer expectations.- Experience using G-Suite Tools, Livechat platforms and Salesforce or other CRM Tools is an advantage but not mandatory (we provide training on all internal systems).- A team player who is not afraid to work long hours when necessary to get the job done.- Strong attention to detail.- Excellent oral and written communication skills, including proofreading; a great communicator - with colleagues and customers alike.- Willingness to travel abroad to selected events.- Since this role supports across different time zones, alternative work hours will be required, as necessary.