Customer Service Team Lead in SAUDI ARABIA

Job Description

The Role

The Customer Service team is the main point of contact for all after-sales queries which includes all event participants (internal and external): exhibitors, visitors and the EMEA portfolio teams (serving a range of events, international clients and internal departments). The department helps in both a re-active and pro-active way to ensure our customers receive all the attention and care they need to make the most of the event. The core function includes but is not limited to: supporting all customers, liaising and working closely with the event team, including marketing, operations, sales and credit control departments.

The Customer Service Team is a vital communication connection sharing the voice of the attendees with all internal departments. The Team owns their customer queries and work proactively to resolve these quickly with a clear response and resolution for the customer. They provide continual support for exhibitors (once a stand has been purchased) and visitors (after they have registered to attend an event) at every stage of the customer journey: pre-show, onsite and post-show follow up.

Job Summary/Responsibilities

• Acting as part of the event team for the events assigned to you to lead on ensure that:
• Operational readiness plans and knowledge base content is in place for the Cairo Support Team to act as the main point of customer contact, inbound and outbound, through telephone, email, live chat and whatsapp.
• Act as the main point of contact for Internal event portfolio stakeholder relationships
• Acting as the Subject Matter Expert ensure the highest level of customer service to our customers (visitors and exhibitors) making sure all queries are replied to, followed-up and resolved within the department SLA. Ensuring specific support requirements are understood and the Cairo team are operationally ready to support them with quality outcomes
• Main point of contact for Customer escalations from the Cairo support team
• Support Cairo with ensuring responses from internal teams required to resolve a Customer enquiry are handled within SLA to preserve a good Customer experience
• For Exhibitors, the core tasks revolve around helping them prepare for the show by explaining the Exhibitor Manual and co-ordinating resolution on all queries received
• For Visitors the core tasks revolve around helping them understand the event website and supporting their attendance to the event
• Capture/update customer data into CRM systems and/or any other relevant internal platforms
• Support the development and implementation of integrated customers communication plans
• Contact exhibitors proactively to educate them and gather feedback on using web services (exhibitor manual, new launches and products)
• 1st line technical support for digital products/tools
• Support the online exhibitor manual, catalogue data, lead generation tools and any other internal systems
• Gather customer support insight for Event Teams to help drive continuous improvement of end to end CX i.e top contact drivers from SFSC case data and Customer Effort and Negative Sentiment insight from Tethr
• Provide customer service support and coordination onsite at shows some requirement to travel across the EMEA region to provide on-site support
• Support the event teams as required
• Ad hoc Duties as Directed by the Customer Service Manager

Qualifications

• Excellent communicator, team player and a multi-tasker
• Prior customer service role experience
• Fluent in English and Arabic, additional languages are desirable (German, French or Chinese a big advantage)
• Quick learner who is self-sufficient and uses initiative
• Proactive problem-solver
• A self-starter with a high level of enthusiasm and accuracy
• Great attention to detail
• Exceptional multi-tasking skills
• Excellent organizer and able to work in a busy environment
• Flexible, creative and versatile
• Highly self-motivated with exceptional time management
• Salesforce or other CRM experience
• Strengths in attention to detail
• Exceptional prioritizing skills while able to work in an ever-evolving environment
• Ability to deliver quality output on time and work with deadlines/targets
• Good computer skills (Microsoft Office – Excel, Word, PowerPoint)
• Experience/understanding of B2B exhibitions
• Please note, this position is 37.5 hours a week, but you may be required to work extended hours on occasion e.g. when onsite and travel may also be required

Additional Information

*Please note that this role is open to Saudi Nationals only*

Core Benefits:

• Medical Insurance for individual and family
• Annual leave – 25 days or 28 days (for senior managers)
• Manager and above, School fees contribution, 40,000 SAR per child per year, up to a max of three children
• Wellbeing Benefits
• Remote working on Sundays
• Working anywhere – 1 month every year, or for senior managers and above, 2 months every year

Additional Benefits where the Saudi National is relocating within KSA Only*:

• Paid flight to Riyadh (for you and your dependents)
• Relocation costs to cover a hotel room – up to 30 days (single / family room), & Excess baggage allowance of up to SAR 1500

*If eligible