Customer Success Administrator, ICIS (Hybrid)

The Customer Success Administrator maintains accurate records and provides assistance to all attendees, helping them to complete their booking process efficiently and accurately. As a member of a global events team, there may be a requirement to work outside standard working hours and/or attend events as part of the onsite team.,

• Working as part of the team responding to customer and stakeholder queries by email and phone within the required SLA
• Taking ownership for resolving queries successfully
• Driving greater adoption of online event platforms, through running virtual 1-2-1 demos with sponsors and delegates
• Gathering and sharing customer feedback through the post event survey, following up with promoters and detractors for more detailed information
• Processing delegate substitutions, transfers and cancellations
• Amending delegates' records, processing changes to invoices and taking payment where appropriate
• Making courtesy call to customers as and when required
• Processing offline group bookings and invoices
• Following up on incomplete bookings to assist customers with any issues on their registration
• Creating and applying discount codes for different customer groups
• Issuing documents to support delegate visa applications
• Setting up and sending scheduled event emails to registered delegates
  
  Process driven you will adopt new technologies quickly and enthusiastically
• Customer centric; putting the customer first through problem solving and using initiative to resolve problems efficiently
• Versatile, enthusiastic, quick learning with a desire to improve the customers' experience and streamline processes
• Well organised and proactive; ensuring that all milestones within each event cycle are completed on time
• An excellent communicator, both verbal and written
• Adept at managing multiple tasks simultaneously, well-organised and dependable
• Strong attention to detail
  
  At ICIS, our mission is to optimize the world's resources. We help companies make strategic, sustainable decisions by bringing transparency to markets across the world. We create a comprehensive view of commodities markets, providing companies with the data and intelligence to successfully navigate across global value chains every day. Our customers benefit from instant access to price assessments, reports and forecasts, a dedicated news channel and supply and demand data. You can learn more about ICIS at the link below. https://www.icis.com/explore