Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

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 works 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 so pre-show, onsite and post-show follow up.

Job Responsibilities:

• Main point of customer contact for all event queries, both inbound and outbound, through various contact channels such as telephone, email and what’s app
• Acting as the Subject Matter Expert to 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
• For Exhibitors, the core tasks revolve around helping them prepare for the show by explaining the exhibitor manual and coordinating resolution on all queries 
• For Visitors, the core tasks revolve around helping them understand the event website and supporting their attendance to the event
• Capturing/updating customer data into CRM systems and/or any other relevant internal platforms
• Support the fulfilment of integrated customer communication plans
• Contact exhibitors proactively through voice campaigns to educate them and gather feedback on using web services (exhibitor manual, new launches and products)
• 1st line technical support for digital products/tools
• Handling questions related to all internal departments
• Provide customer service support and coordination onsite at shows (if required)
• Give input into customer service reports based on customers insight and feedback
• Support and escalate customer complaints through the correct channels
• Understand how to use the online exhibitor manual, catalogue data, lead generation tools and any other internal systems
• Support any ad hoc duties as directed by the Customer Service Team Leader – Turkey and Customer Service Manager – Europe

Experience: 

• 1-2 years customer service experience in a call centre/customer success/F2F customer environment preferable.
• Fluent in English is a must, which includes excellent written and verbal skills.
• Ability to deliver quality output on time and work with deadlines/targets.
• Experience using Salesforce or other CRM systems preferable.
• F2F customer service is an advantage.
• Good computer skills (Microsoft Office – Excel, Word, PowerPoint).

• Due to Turkiye visa legislation we can only consider candidates who hold a Turkish passport. 
• Please note, this position is 40 hours a week, but you will be required to work extended hours on occasion e.g. when onsite and travel may also be required
• This is also a hybrid position with an expectation of minimum of 3 working days in the office per week and 2 days from home (although it will be 5 days a week in the office for probation period)

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need!

We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer.

We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.