Customer Service Executive (Saudi National) Maternity cover

About Informa PLC and Tahaluf

Informa PLC is a leading international events, digital services, and academic knowledge group. Tahaluf, a joint venture between Informa PLC, the Saudi Federation for Cybersecurity, Programming and Drones (SAFCSP), and the Events Investment Fund (EIF), operates as the largest B2B live and on-demand events organiser in Saudi Arabia. Tahaluf is known for organising large-scale events such as LEAP, Cityscape, Black Hat MEA, and CPHI Middle East, contributing significantly to the global events sector.

Role Overview: Customer Service Executive (Saudi National)

This is a 7-month contract position for a Customer Service Executive, based in Riyadh. The role serves as a maternity cover and is open to Saudi Nationals. The Customer Service team acts as the primary contact for all after-sales queries across Tahaluf's event portfolio, supporting exhibitors, visitors, and internal event teams. This role involves both reactive and proactive management of customer queries from initial contact through to resolution, working closely with an outsourced contact centre partner and internal stakeholders.

Core Responsibilities: Service Delivery and Portfolio Support

• Act as a Customer Service Subject Matter Expert for an assigned portfolio of events, ensuring queries are answered and resolved within departmental SLAs.
• Support operational readiness for assigned events by ensuring FAQs, knowledge base content, and key information are current for the outsourced contact centre partner across multiple channels.
• Monitor incoming queues and assist with workload coordination, identifying backlogs and SLA risks.
• Handle customer escalations, coordinating with internal teams for resolution.
• Proactively follow up on internal responses required to resolve customer enquiries within SLA.
• Provide support for exhibitors (show preparation, Exhibitor Manual, query resolution) and visitors (event website, registration, attendance).
• Offer first-line technical support for customer-facing digital products and platforms.
• Capture and maintain accurate customer and case information within Salesforce Service Cloud and other platforms.
• Support onsite Customer Service delivery and coordination during exhibitions and events.
• Build relationships with internal event portfolio stakeholders and participate in event planning meetings.
• Support the development of integrated customer communication plans and gather feedback on new launches.
• Identify recurring customer issues and propose improvements to processes, platforms, or communications.
• Deputise for the Team Leader on specific operational activities as required.

Reporting, Quality, and Continuous Improvement

• Support the preparation of monthly CX performance reports, including SLA performance, volumes, contact drivers, and campaign outcomes.
• Analyse case data to identify recurring contact drivers and recommend improvements to FAQs, knowledge content, and internal processes.
• Assist in maintaining the case classification taxonomy across Salesforce and telephony platforms.
• Conduct regular quality assurance reviews across various communication channels in line with the department's QA framework.
• Analyse QA results to identify quality, knowledge, or training gaps and support the implementation of corrective actions.
• Provide evidence of recurring issues, including frequency and potential impact, to support continuous service improvement.

Work Arrangement

This is a 7-month contract role that can be performed remotely. Relocation or sponsorship support is not available for this position.