Customer Service & Operations Coordinator

This role will be based in our 20 Eglinton Ave W Toronto office

Were looking for a Customer Service & Operations Coordinator to help enhance the fan experience at some of the most exciting live events in North America.  The Customer Service Coordinator will be part of a passionate team that enhances experiences that fans share and remember across FAN EXPO VidCon Interior Design Show Artist Project One of a Kind Spring & Christmas Shows and Art Toronto.

Youll play a vital role in ensuring our attendees have exceptional experiences.  This position offers the flexibility of hybrid working while requiring on-site presence at select events throughout the year.  Additionally youll provide remote support for various events as needed.  Were seeking a dedicated individual based in Canada who is ready to contribute to our dynamic team.

Key Responsibilities

• Deliver outstanding service via email and in-person interactions to provide the ultimate fan experience.
• Be prepared to travel to see our shows in action and provide on-site customer service as needed.
• Collaborate closely with the Operations and Marketing Departments to resolve customer and ticketing issues.
• Work with the Marketing team and ticket platform provider to identify and implement enhancements and new initiatives to improve the fan experience.
• Provide appropriate solutions and alternatives within time limits ensuring follow-up and escalation when necessary.
• Assist with the placement of orders refunds upgrades or exchanges.
• Manage a large volume of incoming emails and advise on company/show information.
• Offer assistance and propose options for accessibility requests.
• Keep accurate records of customer interactions and file necessary documents.
• Follow communication procedures guidelines and policies.
• Compile reports on overall customer satisfaction ticketing and other relevant areas as required.
• Assist with ticket builds across all B2C events and Will Call requests.
• Support the RFID badge ordering and fulfillment process.
• Bring new ideas problem-solve and support the execution of initiatives to enhance our evolving shows across the portfolio.
• Continuously contribute to the ongoing improvement of the overall event experience.
• Other duties as required.

Qualifications :

Requirements

• Proven experience in a customer service role preferably within the events industry.
• Strong communication skills both written and verbal.
• Ability to work independently and manage time effectively.
• Willingness to travel and be on-site at select events throughout the year.
• Proficient in using customer service software and other relevant tools such as Zendesk Word and Excel.
• Exceptional problem-solving skills and attention to detail.
• Positive attitude strong work ethic and team player.
• Located in Canada.

Additional Information :

We believe that great things happen when people connect face-to-face. Thats why we work in-person with each other or with customers and partners three days a week or more. When youre not spending time together in one of our offices or other workplaces like at an Informa event you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding supportive and enjoyable for everyone. Heres some of what you can expect when you join us. But dont just take our word for it see what our colleagues have to say at

Our benefits include:

• Great community: a welcoming culture with in-person and online social events our fantastic Walk the World charity day and active colleague groups and networks promoting a positive supportive and collaborative work environment
• Broader impact: take up to four days per year to volunteer with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When its time for the next step we encourage and support internal job moves
• Time out: 15 days PTO rising to 20 after three years and 25 after six years plus 10 national holidays a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits including a 401k match health vision and dental insurance parental leave and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance mental health first aiders free access to a wellness app and more
• Recognition for great work with global awards and kudos programs
• As an international company the chance to collaborate with teams around the world

The salary range for this role is $50000 - $55000 based on experience. 
 

Were not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up join in and help make things happen. If it sounds like a match and you have most although not all of the skills and experience listed we welcome your application.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and or in the advertised position please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. At Informa youll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses including all of those protected by law. Ask us or see our website for full information.

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Remote Work :

No

Employment Type :

Full-time