Informa
Informa
Informa is a global business information group serving professional, academic, and commercial audiences through specialist events, digital products, and publishing. Its portfolio includes Informa Markets, which supports business growth through trade events, and Taylor & Francis, known for publishing academic research. With operations across more than 30 countries and a workforce of around 12,000 colleagues, Informa offers career opportunities across event management, publishing, marketing, technology, research, and business services. The company’s work centers on helping people and organizations access knowledge, build connections, and participate in specialist markets, while its stated priorities include sustainability and diversity.

Customer Service Executive – Saudi Arabia Remote, 7-Month Maternity Cover

Provide customer service support for Tahaluf’s major Saudi B2B events, assisting exhibitors and visitors while managing escalations, CRM cases, reporting, and service quality remotely.

Description

  • Serve as the customer service subject matter expert for an assigned event portfolio
  • Resolve customer enquiries within departmental service-level agreements, including follow-up through closure
  • Keep FAQs, knowledge-base materials, and outsourced contact-centre information current
  • Monitor incoming queues and coordinate workloads across phone, email, live chat, and WhatsApp
  • Manage customer escalations and work with internal teams to deliver resolutions
  • Assist exhibitors with event preparation, Exhibitor Manual questions, and CX Portal requests
  • Help visitors navigate the event website, registration process, and attendance arrangements
  • Provide first-line technical assistance for exhibitor portals, registration systems, catalogue data, and lead-generation tools
  • Keep customer and case records accurate in Salesforce Service Cloud and other internal systems
  • Support onsite customer service operations during exhibitions and events
  • Take part in event planning and readiness meetings
  • Contribute to coordinated customer communications and event-readiness activities
  • Spot recurring customer issues and recommend improvements to processes, platforms, communications, and customer journeys
  • Act for the Team Leader during agreed operational activities
  • Prepare and contribute to monthly customer-experience performance reporting
  • Review case data, contact drivers, and service-performance results
  • Maintain case-classification taxonomies across Salesforce and telephony systems
  • Perform quality reviews of calls, emails, WhatsApp conversations, and live chats
  • Identify quality, knowledge, and training gaps and help implement corrective actions
  • Present evidence-based recommendations for ongoing service improvement

Requirements

  • Must be a Saudi national
  • Previous customer service experience, preferably in a fast-paced, multichannel environment
  • Demonstrated experience handling enquiries, complaints, and escalations through resolution
  • Fluent spoken and written Arabic and English
  • Experience with Salesforce Service Cloud or a comparable CRM and case-management system
  • Able to work effectively amid changing priorities and fixed event deadlines
  • Capable of owning assigned responsibilities while collaborating within a broader team
  • Advanced Excel skills, including pivot tables, lookup and reference functions, data cleansing, and combining multiple data sources
  • Experience creating or contributing to operational reports and dashboards
  • Experience using CRM or service-platform reporting tools
  • Experience with quality assurance, call monitoring, or service-quality assessments
  • Strong attention to detail with the ability to identify recurring issues and improvement opportunities
  • Experience working with or alongside an outsourced contact-centre provider is advantageous
  • Experience in B2B exhibitions, conferences, or large-scale live events is desirable
  • Familiarity with telephony and IVR systems such as Genesys is desirable; relocation and sponsorship support are not provided.
  • No relocation or sponsorship support provided

Benefits

  • Remote working arrangement
  • Seven-month contract covering maternity leave
  • Supportive leadership with opportunities for personal development
  • Disability-friendly working environment
  • Interview and selection adjustments available when needed

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