Customer Service Executive

JOB PURPOSE

Invisso is the newly formed business combining IMN’s famous structured finance portfolio and the hugely respected banking and finance arm of Euromoney Conferences. Dedicated to creating highly efficient capital market conferences, Invisso is now the largest and most experienced events business in fixed income. At Invisso we believe in providing exceptional service to our customers. Our team is passionate about making a difference and creating lasting relationships with our clients. As we continue to grow, we're looking for a Customer Service Executive who shares our enthusiasm and commitment to excellence.

As a Customer Service Executive, you will be the frontline representative of Invisso, responsible for ensuring an outstanding customer experience. You'll interact with our clients daily, addressing inquiries, resolving issues, and providing support. You will be responsible for running registration at events, setting up events on internal systems and liaising with the wider event team for the smooth operation of projects.

PRINCIPAL ACCOUNTABILITIES

· Setting up events on CRM and platforms in collaboration with event and finance teams as well as, testing data flows, platform usage and fault-finding technical issues

· Responding to customer emails and calls in accordance with SLA’s

· Supporting delegates through their booking process

· Processing refunds

· Liaising with customers and the finance department on account queries

· Managing the end-to-end customer service function per event

Liaising with on-site registration companies for larger events through to implementation and arranging preprinted badges for smaller events

· Work closely with the operations, sales, production and marketing team to deliver in person events

· Processing visa applications for overseas delegates

· Preparing all registration admin pre-event and accurately reconciling all registration admin post-event

· Ensuring compliance with GDPR, Trade Sanctions and VAT requirements

· Working with tech and IT for continuous system improvement

KEY INTERFACES

· Event team – sales, production, marketing,

· Immediate team – operations and customer services

· Finance

· Technology and IT

· Suppliers

· Clients

KNOWLEDGE, EXPERIENCE AND SKILLS

ESSENTIAL

· Minimum 2 years’ experience in a customer services or customer facing administrative environment

· Able to work with minimum supervision to strict deadlines and remain calm under pressure

· Ability to work across multiple systems whilst maintaining attention to detail

· Strong numerical skills

· Competent in processing large amounts of data quickly and accurately

· First-rate computer skills and competence within Microsoft Office

· Proven ability to work well within a team

· Experience of working in a fast-paced environment

· Exceptional attention to detail

· Experience in planning and organisational skills

· Excellent and confident communicator to both an internal and external audience in oral and written communication

· Strong multi-tasking and prioritisation skills and able to work on several projects simultaneously.

DESIRABLE

· Foreign language

· Strong affinity with digital systems and platforms

· Creative and innovative thinker

· Experience with using Salesforce and CVENT

BEHAVIOURIAL COMPETENCIES

· Work well under pressure and to deadlines

· Customer first approach

· Strong attention to detail

· A willingness to travel/to work late

· Time management and prioritisation on projects

· Proactive and take initiative

· Able to challenge the status quo and seek continuous improvement