Informa is a leading international events, intelligence and scholarly research group.

We’re the specialist’s specialist. Through hundreds of powerful brands, we work with businesses and professionals in specialist markets, providing the connections, intelligence and opportunities that help customers grow, do business, make breakthroughs and take better informed decisions.

Informa is listed on London Stock Exchange and a member of FTSE 100, with over 11,000 colleagues working in more than 30 countries.

Key Responsibilities

• Execute the billing procedures and processes
• Review client contracts and applications
• Maintain quality control of order entry
• Utilise relevant systems to resolve customer requests
• Handle Inbound/Outbound calls
• Handle all correspondence concerned with orders and action any edits or amendments as requested
• Accurately record all relevant information provided by internal and external customers ensuring that the required quality standards are maintained
• Channel feedback from customers through to correct departments
• Process customer orders quickly and accurately, ensuring appropriate margins are achieved
• Responsibility for customer’s online access either directly or indirectly by channelling queries to the appropriate department
• Ensuring that customer claims are handled efficiently through relevant systems.
• Responsible for escalating queries or complaints to your Team Leader or Manager where appropriate
• Building strong working relationships with business teams, customers and your team
• Respond to customer requests in a timely manner with high quality
• Internal/External audit support
• Other Ad hoc duties

Management Responsibilities

• General duty of care to colleagues
• Work collaboratively across teams/businesses
• Act as a role model to others
• Provide help and a buddy system to other members of the team depending upon your level

Knowledge & Qualifications

• Relevant qualifications in a business or finance discipline
• Minimum of 2-3 years relevant work experience
• Proficient skills in Excel, Word and Outlook are essential
• Knowledge of SAP system is an advantage
• Good knowledge and understand of best practice in customer service operations
• Proficiency in spoken and written English is a requirement.  Ability in any other Asian languages would be an advantage
• Ability to build good relationships with a wide range of stakeholders, internal departments and key contacts
• Supervisory experience is an advantage
• Remain approachable under pressure
• Act with integrity, tact and diplomacy
• Work as part of a team
• Ability to complete a variety of related tasks
• Pro-actively solve problems
• Excellent Customer Service skills
• Good time management skills
• Ability to be flexible within role
• Work collaboratively across teams
• Confident with presentation

Informa is proud to be an Equal Opportunity Employer.

We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law.