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Customer Service Executive - Defence

Fixed-term, Full-time


The Opportunity:

We have an exciting opportunity in the Defence & Security portfolio for two Customer Service Executives to work on DSEI. The role involves becoming an integral part of the shows delivery, as our customer service team is the first point of contact for all customer enquiries.  Within this role, the candidate will be expected to respond to customer enquiries using the Freshworks customer enquiries tool.

We are looking for two dedicated individuals with the ability to deal with a broad range of people at every level. The ideal candidates must have the aspiration to build strong relationships with the DSEI team and our customers.  Both candidates will collaborate with the wider team to ensure we are providing all stakeholders with exceptional and personable customer service. The day to day responsibilities include but are not limited to the day to day management of customer enquiries via the Freshworks platform, meeting SLAs, and ensuring all queries are answered accurately and professionally to a high a standard.   

If you thrive on working with and assisting people directly, in a fast paced, agile and customer focused environment then this is the perfect role for you.

 

Key Responsibilities:

  • Respond to customer queries using the Freshworks platform
  • Provide customer support over chatbots, email, telephone and face to face
  • Respond to all questions/queries within the allocated SLAs
  • Deliver exemplary customer service to all stakeholders
  • Liaise with other departments (Operations, Sales, Marketing, Production, Accounts) to obtain information essential to customers
  • Provide suggestions and updates to your team leader on how we could be improving our customer experience
  • Compile canned responses and FAQs for the Freshworks system
  • Be a customer advocate at all times  
  • Provide on-site customer care via the DSEI telephone helpline
  • Methodical filing and record keeping

 

Knowledge, Skills & Behaviors:

  • Experience in customer service/care, face-to-face and/or over the phone
  • Self-starter
  • Personable
  • A ‘can-do’ attitude
  • Polite, professional and flexible
  • Able to meet deadlines and resolve problems under pressure
  • Organised and methodical
  • Impeccable record keeping and organisational skills
  • Able to communicate with a broad range of people
  • Able to work within a team
  • Prepared to work long hours when necessary in the run up to an event
  • Excellent communication skills (written and verbal)
  • Problem solver
  • Great telephone manner
  • Good attention to detail
  • Able to manage time effectively and prioritise tasks during busy periods
  • Work calmly under pressure
  • Have an ability to understand and pre-empt customer needs
  • Second language is an advantage·
  • Knowledge and use of the Freshworks system would be advantageous
  • Remote working experience would be advantageous
  • Experience working in a busy office environment would be an advantage but not essential

 

Values:

We love the unexpected:

  • We’re adventurous and willing to try new things
  • We embrace and drive change
  • We aim to surprise and delight

We’re open and happy to share:

  • We engage with stakeholders outside the event
  • We build sharing communities
  • We embrace others ideas

We’re committed to caring:

  • We take personal responsibility to get things done
  • We always think about every step of the experience
  • We strive to understand and meet customers’ needs

We continuously learn:

  • We actively seek inspiration from all quarters
  • We constantly strive to improve what we do and how we do it
  • We help learning lead to growth

To apply, please contact Michaela.mayer@clarionevents.com

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