Operations Generalist

• Handle inbound calls, emails, chats, and social media inquiries from attendees, exhibitors, and conference participants.
• Provide support for registration, exhibitor portals, pricing, and general show information.
• Make outbound calls to support registration and increase event attendance.
• Conduct matchmaking calls when required.
• Take ownership of customer queries and ensure timely resolution within agreed SLAs.
• Provide ad hoc support to show teams.

• Proactively learn about each show to provide accurate information to customers.
• Deliver clear, concise, polite, and informative communication across all channels.
• Identify customer needs and provide excellent customer service.

• Identify process inefficiencies and escalate issues with recommendations for improvement.
• Follow established processes, training, and best practices.
• Work collaboratively with CREs and CRM to improve processes.
• Categorize queries accurately and support management reporting.
• Analyze email traffic to identify trends and opportunities for improvement.

• Able to follow established processes and instructions.
• Relevant training or work experience.
• Able to manage own workload and make sound decisions in straightforward situations.
• Strong verbal, written, and customer service skills.

• Bachelor’s degree holder.
• At least 1 year of customer service experience in a contact center environment..
• Experience in email and chat support and call handling.
• Experience in project coordination and stakeholder management.
• Keen attention to detail.
• Ability to quickly learn and apply enterprise AI tools and technologies to support business objectives.
• REPH Employee with minimum of 1-year tenure in the current role
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• Must have a successful or above rating in the last Enabling Performance cycle

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