Customer Service Representative Job at Kisaco Research

Job Description

We are looking for a proactive and customer-focused Customer Service Representative to join our team. In this role, you will provide exceptional customer support while assisting with administrative tasks related to our events and conferences. As the first point of contact for our clients, you will represent the company’s values and ensure a positive, professional experience across all communication channels. You will work closely with internal teams to support customer enquiries and attendee management.

Job Responsibility

Respond promptly and professionally to customer enquiries via phone, email, and other communication channels
Resolve customer issues, complaints, or concerns efficiently and courteously
Provide clear information about our conferences, products, and services to enhance the customer experience
Process registrations, orders, and related requests while ensuring accuracy and timely follow-up
Track and manage customer interactions using our CRM systems
Maintain a strong understanding of company offerings to provide accurate and helpful responses
Work closely with the Event Management team to support the smooth delivery of conferences and events
Process attendee registrations, cancellations, and change requests in line with company policies
Maintain accurate attendee records in Swoogo & GRIP. (including paid attendees, guests, sponsors, and speakers)
Assist in preparing rolling PowerPoint presentations and holding slides for events during quiet periods
Create and distribute post-event surveys to attendees
Collect feedback, analyse responses, and share insights with the events team
Update and track Net Promoter Score (NPS) and survey response rates following each event

Requirements

Bachelor's degree preferred
Previous experience in customer service, events administration, or a similar role
Strong communication skills, both verbal and written
Excellent problem-solving and conflict resolution abilities
Proficient in using CRM systems and general office software (e.g., MS Office Suite)
Highly organised with strong attention to detail and the ability to manage multiple tasks
Positive attitude and a customer-centric approach
Ability to work independently and as part of a team
Flexibility to occasionally adjust working hours to support events involving US East and West Coast schedules

What we offer

Career progression based on performance, not tenure
£100 personal development budget & £200 personal wellness budget
Hybrid working (3 days in office, 2 from home)
Access to the best Tech – including Gong and Sales Navigator
25 days of annual leave (in addition to bank holidays) + an additional day off for your birthday each year. 1 extra day of annual leave per year up to 30 days total
Regular social and charitable events and annual Summer & Christmas parties
A role with purpose – helping shape the future of key global industries
Commercial acumen: Develop a strong understanding of how content, audiences and sponsors drive revenue
Professional confidence: Develop resilience, adaptability, and decision-making in a fast-paced environment

Kisaco Research - All Job Offers