Customer Relations Coordinator

Informa Connect, part of the FTSE100 Informa Group, is a global organization which organizes major branded annual events and operates specialist digital communities that are key convening places for a market. Informa Connect run around 800 events each year in over 60 countries, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses in Global Finance, Life Sciences and Pharma and in a number of other specialist markets.
EBD Group (www.ebdgroup.com) is part of Informa Connect. We produce several life science partnering conferences per year in Europe, China, and the US. Our main clients are conference attendees from the international biotech, pharma, and finance industries.
At EBD Group’s events, customers use and leverage our online software partneringONE® to identify business opportunities and to develop strategic relationships essential to their business’ success.
What we are looking for:
Customer service is an important part of our business and drives customer retention. We are looking for an experienced and motivated Customer Relations Coordinator to join our international team that is mainly based in Munich, Germany, and London UK.
Job Description
Responsibilities
Taking the lead on everyday customer service for our events (65%)
Answering email requests and incoming phone calls from event attendees, with response times set at 24 hours or less
Facilitate any outbound event communications both for in person and digital components of events
Supporting attendees with planning ‘their visit’ including providing information on travel and hotel booking links
Working closely with our UK- and US- based accounting teams on registration enrolment, invoicing and debt review, using SAP as a booking database
Supporting sponsorship sales team with any invoicing and billing enquiries
Work closely with direct team members in UK and the US, as well as other teams as part of the event project team (Marketing, Operations, Digital Delivery, Production, Sponsorship and Exhibition Sales and Delegate Sales)
Onsite Registration & Attendee Data Management (30%)
Being the Event’s main point of contact for onsite event registration and managing our registration tool: Visit by GES
Managing an Event’s registration hardware, badge design, lanyards, and registration desk layout
Registration trouble shooting and set up on the large events
Ensuring the correct data including badge type, options codes, contact information and payment information is uploaded into the onsite registration system
Managing the complete attendee list for reporting purposes
Travelling to the large events to manage registration onsite as well as manage onsite payments
Liaising with Informa Connect’s central registration team as well as our registration partner Visit by GES
Other (5 %)
Performs other duties as needed
Attend training as suggested by Manager
Qualifications
2+ years experience in a customer service role and/or in the service/hospitality industry
Knowledge of SAP would be advantageous
Enjoy engaging with people and supporting them with their needs—both customers and team members from around the world
Are good at multi-tasking
Have a can-do and problem-solving attitude
Are not shy to troubleshoot
Have a high level of accuracy
Are fluent in written and spoken English
Have very good skills in MS Office
Are generally IT literate
Have a passion for “the digital” and are curious to learn
Ability to travel internationally
Additional Information
Employee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomesall types of candidates.We are alsoflexiblewithdifferent working patternsandprioritize promotions internally. Our benefits include:
Learning and development plan to assist with your career development
25 days annual leave, 4 days for volunteering and a day off for your birthday!
Competitive Benefits
Work with high quality specialist products
Bright and friendly staff who are all “expert’s experts” and additional training and development for helping you achieve your career aspiration
Share-Match options - become a shareholder
Regular social events and networking opportunities
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, citizenship, or other protected characteristics under local law.