Customer Success Coordinator (Mandarin)
RELX
- Manila City, Metro Manila
- Permanent
- Full-time
- Exhibitor Support – acts as the point of contact for all after-sales support
- Increases loyalty of the exhibitors to be rebookers / repeat exhibitors
- Drives engagement by following the 4-touchpoint flow and attending event kickoff
- Increases exhibitor satisfaction by meeting the on-boarding process in a timely manner
- Assists in the overall sales process and customer journey from prospecting to nurturing, closing, upselling, negotiating and servicing
- Exhibitor profile / Matchmaking - ensures exhibitors complete dashboards and are aware of the value in completing their profile using Atlas
- Salesforce- utilizes SalesForce to lodge activities associated with each exhibitor outreach and properly schedules succeeding touchpoints
- Exhibitor Manual - walks exhibitor though on the navigation of the manual to get needed information
- Exhibitor Badge Registration - admin access to address registration concerns
- Digital Product Awareness - identifies opportunities to offer value-added services and digital products
- Account Management - takes ownership of the success of each exhibitor to effectively manage their business goal
- Lead Retrieval- understand features and value delivered by Emperia product both pre and post event
Core Competencies (Basic, Intermediate, Advance or Not Applicable)
1. Selling: Assists in the overall sales process and customer journey from prospecting to nurturing, closing, upselling, negotiating and servicing- Basic
2. Data and Analytics Management: Ability to understand, analyze, gather and organize data in an account management tool or database and marries the results gathered and tasks accomplished with industry-specific trends and demographics - Basic
3. Revenue Risk Management: Anticipates risks that may impact revenue and customer experience through a systematic review and account health check. Addresses future and on-going issues through effective use of available resources and decision flows - Basic
4. Facilitation: The rudiments of an effective facilitator such as attributes and presentation skills - Basic
5. Campaign Management: Ability to conceptualize, create and execute an effective campaign journey across a variety of platforms - BasicHard/Technical, Soft Skills and Complimentary Skills
- Basic skills in using and navigating Salesforce
- Basic skills in using and navigating through the Exhibitor Dashboard
- Basic skills in using and navigating through different show websites
- Basic skills in using and navigating through different Exhibitor Badge Registration systems
- Basic skills in using Microsoft Office applications
- Basic skills in using telephonic system (Jabber, Enghouse Touchpoint)
- Exhibits core competencies based on CS function
- Skilled in written and spoken communication
- Account Management
- Stakeholder Management
- Proficient in Mandarin
- Must possess at least a Bachelor's/College Degree, any field
- At least 1 year of relevant experience
- Experience dealing with various stakeholders in a global perspective
- Experience in voice (outbound) / non-voice set-up
- Customer On-boarding / Education