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Informa
Informa
Sponsor pentru viza H1BConsultanțăMarketingOspitalitate
Informa este un grup global de informații de afaceri care deservește publicul profesional, academic și comercial prin evenimente specializate, produse digitale și activități editoriale. Portofoliul său include Informa Markets, care sprijină dezvoltarea afacerilor prin evenimente comerciale, și Taylor & Francis, cunoscută pentru publicarea cercetărilor academice. Cu operațiuni în peste 30 de țări și aproximativ 12.000 de colegi, Informa oferă oportunități de carieră în managementul evenimentelor, editare, marketing, tehnologie, cercetare și servicii pentru companii. Activitatea companiei se concentrează pe sprijinirea oamenilor și organizațiilor pentru a avea acces la cunoaștere, a construi conexiuni și a participa la piețe specializate, iar prioritățile sale declarate includ sustenabilitatea și diversitatea.
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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.

SAArabia SaudităRemoteContractNivel mediuSeniorLimbă Obligatorie: arabăLimbă Obligatorie: englezăAsistență clienți
Cloud

Descriere

  • 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

Cerințe

  • 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

Beneficii

  • 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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