Customer Service Executive - FT Live (Events)

4 нед. назад

PhilippinesWorldwideJuniorOnsite

Providing customer service support for FT Live events.

О компании

The is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.
At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.
In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.
Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.
Build a newsworthy career at the FT.

Другое

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.
The role 
FT Live is the conferences and events division of the and its group publications. Its mission is to bring global executive audiences the latest knowledge and opinion while creating opportunities for influential leaders to connect.
Chaired by senior FT journalists, FT Live’s portfolio includes more than 250 events, strategic forums and digital webinars each year. These events bring together leading public- and private-sector decision-makers, visionaries and strategists for agenda-setting discussions on the defining issues facing global economies and industries.
From distinctive audience experiences such as the FTWeekend Festival to senior-level business summits including the award-winning Global Boardroom, FT Live is one of the FT Group’s most successful and fastest-growing divisions.
The Customer Service Executive will be the frontline representative of FT Live, responsible for delivering an outstanding customer experience to our event attendees. You will interact with clients on a daily basis, handling enquiries, resolving issues, and providing timely support.
The role requires adherence to service level agreements (SLAs), ensuring that customer queries are resolved efficiently or escalated to the appropriate teams for prompt resolution. You will develop and maintain a strong understanding of the systems used to support customers, including but not limited to Bizzabo and Brella.
In addition, you will liaise closely with the wider events team to support the smooth delivery and operation of projects, ensuring a seamless experience for both clients and stakeholders.
Key responsibilities:
Responding to customer emails and phone calls in accordance with SLA’s 
Supporting delegates through their booking process 
Processing cancellations & refunds
Order reconciliation
Liaising with customers and the finance department on account queries 
Raising inconsistencies and technical issues
Ensuring compliance with GDPR, Trade Sanctions and VAT requirements
Working with tech and IT for continuous system improvement
This role will evolve to include closing sponsorship orders and various adhoc tasks following a system migration.
Required skills and experience 
Minimum 2 years’ experience in a customer services or customer facing administrative environment
Able to work with minimum supervision to strict deadlines and remain calm under pressure
Ability to work across multiple systems whilst maintaining attention to detail 
Strong numerical skills 
Competent in processing large amounts of data quickly and accurately
First-rate computer skills and competence within G Suite
Proven ability to work well within a team
Experience of working in a fast-paced environment
Exceptional attention to detail
Experience in planning and organisational skills
Excellent and confident communicator to both an internal and external audience in oral and written communication
Strong multi-tasking and prioritisation skills and able to work on several projects simultaneously.
Desirable 
Foreign language
Strong affinity with digital systems and platforms
Creative and innovative thinker
Experience with using CRM and registration systems
Behavioural Competencies
Work well under pressure and to deadlines
Customer first approach
Strong attention to detail
A willingness to travel/to work late
Time management and prioritisation on projects
Proactive and take initiative
Able to challenge the status quo and seek continuous improvement
What’s in it for you? Our benefits
Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.
We’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible.
Accessibility
We are a disability confident employer and Valuable 500 signatory.
Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ and a member of our team will be happy to help.
Further information
At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.
Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.
Please beware of fraudulent job postings and offers claiming to be from the . All legitimate opportunities will direct you to apply through the official careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact talent@. 
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