Customer Service Executive

European Foundation for Business Qualification (EFBQ); London; Hybrid; GBP 100,000 - 125,000; Full time

Job description

Job Title: Customer Service Executive

Rate to Contractor: £22 per hour PAYE

Contract length: 6 months

Hybrid role: in the office 2 days per week

Location: 240 Blackfriars Rd, London SE1 8BU

What We're Looking For

Aviation Week Events deliver the world's leading and largest business to business events for the aviation maintenance sector. Annually, these events attract 45,000 attendees and 3,500 exhibitors across 14 events in Europe, Middle East and the Americas.

Reporting to the Events Manager, the Customer Experience Executive will be the first point of contact for customer queries across our Aero Engines and MRO events, our event App and event websites, promptly and courteously resolving customer issues such as delegate registrations, form completion or travel queries.

Working collaboratively across all the event functions, they will also be responsible for coordinating, updating and accurately storing information from event contributors and partners, to ensure the correct information is used for each event.

The Customer Experience Executive will also attend the largest events, to offer on-site assistance for customers and support the wider event team in delivering an outstanding customer experience.

Role Accountability And Duties

• Engaging with customers via email and phone, providing timely and effective solutions.
• Managing customer queries, identifying needs, resolving issues, and ensuring a professional experience.
• Offering personal support to incoming queries regarding the event App and proactively contacting inactive accounts or key customers (e.g. VIPs) to ensure they understand the benefits of the App.
• Assisting with queries from paying delegates, and following up on incomplete registrations to support and convert customers.
• Compiling event result reports for sponsors as part of post-event ROI.
• Timely upkeep of event tracker reports and maintaining accurate weekly customer information for all events.
• Maintaining storage of details such as photos, logos or video, to ensure smooth delivery of the events. Formatting, resizing and saving materials in the relevant drives.
• Raising customer issues in team meetings to ensure the voice of the customer is considered in event planning.
• Attending events and providing event information to help customers get the most out of their time, such as venue orientation, session times and meet ups.

What You Bring To The Team

• Problem-solving mindset - you take initiative and think on your feet to support customers effectively.
• Excellent written and verbal communication skills.
• Attention to detail - you're meticulous, organized, and thorough.
• Ability to coordinate multiple sources of information.
• Comfortable with app/ digital systems and Microsoft Office suite.
• Strong time management.
• Enthusiasm for meeting and supporting customers face to face at our international events.
• Previous experience in a customer service role is essential.
• Knowledge of the aviation industry, ideally the MRO sector.