[Hiring] Customer Service Executive @Informa Group Plc.

Role Description

The Customer Service team is the main point of contact for all after-sales queries across our event portfolio, supporting exhibitors, visitors, and internal event teams. We work both reactively and proactively, taking ownership of customer queries from first contact through to resolution.

The post-holder will support the Customer Service Team Leader and Customer Service Manager in the day-to-day delivery of Customer Service across an assigned portfolio of events. They will work closely with our outsourced contact centre partner, internal event teams, and customers to ensure queries are resolved within departmental SLAs and events are operationally ready from a Customer Service perspective.

The role also supports customer escalations, service reporting, quality assurance, and continuous improvement. We are looking for someone who is equally comfortable resolving a complex exhibitor issue, coordinating with internal stakeholders, and analysing customer service data to identify opportunities for improvement.

Qualifications

• Customer service experience, ideally within a fast-paced, multi-channel service environment.
• Experience supporting customer enquiries, complaints, and escalations through to resolution.
• Fluent in Arabic and English, written and spoken.
• Experience using Salesforce Service Cloud or a comparable CRM and case management platform.
• Experience working with or alongside an outsourced contact centre partner would be advantageous.
• Comfortable operating in a fast-moving environment with shifting priorities and fixed event deadlines.
• Able to take ownership of assigned work while operating within a wider team structure.
• Strong Excel capability, including pivot tables, lookup and reference functions, data cleaning, and working with multiple data sources.
• Experience producing or contributing to operational reports and dashboards.
• Experience using CRM or service-platform reporting tools.
• Experience participating in quality assurance, call monitoring, or service-quality reviews.
• Strong attention to detail and the ability to identify recurring issues and opportunities for improvement.

Requirements

• Act as a Customer Service Subject Matter Expert for an assigned portfolio of events.
• Support operational readiness across assigned events.
• Monitor incoming queues and support the Team Leader with workload coordination.
• Handle customer escalations assigned by the Team Leader.
• Proactively follow up and unblock responses from internal teams.
• Support show preparation for exhibitors and visitors.
• Provide first-line technical support for customer-facing digital products and platforms.
• Capture and maintain accurate customer and case information within Salesforce Service Cloud.
• Support onsite Customer Service delivery and coordination during exhibitions and events.
• Build strong relationships with internal event portfolio stakeholders.
• Participate in event planning and readiness meetings.
• Support the development and delivery of integrated customer communication plans.
• Identify recurring customer issues and raise opportunities for improvements.
• Deputise for the Team Leader on specific operational activities when required.
• Undertake ad hoc duties as directed by the Customer Service Team Leader or Customer Service Manager.

Benefits

• This is a 7-month contract role.
• It can be performed remotely.
• We provide a disability-friendly environment.
• Support for interview or selection processes adjustments available.