Pco - Senior Customer Care Coordinator

il y a 2 semaines

Bruxelles, Région de Bruxelles, Belgique MCI Group Temps plein

We are a global engagement and marketing agency that creates human-centric touchpoints that unleash the power of people to deliver innovation and growth.

Firm believers in the power of building community since 1987, we are helping brands, associations and not-for-profit organisations solve their key people challenges through our core expertise: Live & virtual events, Strategic & digital communications and Consulting & community solutions.

We are an independently owned agency, headquartered in Geneva, Switzerland, with a global presence of 60 offices in 31 countries.


MCI Benelux is looking for an enthusiastic
Senior Customer Care Coordinator, who will work closely with the Customer Care Manager and Coordinators as well as other Business Unit talents (PCO, AM&C and Marketing)

Your main responsibilities will include:

Registration, Travel & Accommodation - Events

  • Works with the client to establish business processes for events and communicates those to the internal support departments
  • Responsible for ensuring accurate setup for registration delivery
  • Responsible for Quality Check of all client deliverables and client websites
  • Prepares and trains the Customer Care Coordinators on event functionality and all deliverables prior to the event launch
  • Prepares weekly checkpoints containing registration figures and suggested actions to be taken
  • Prepares Post Show Report after the completion of the event
  • Create and monitor registration pace reporting with yearoveryear information to identify trends and react accordingly to those trends
  • Support in the coordination, together with the Customer Care Manager, the yearly event priorities Coordinates and leads the event onboarding meeting, weekly client meetings, preonsite meetings and postevent meeting
    Programme Coordination
  • Coordinate speaker and abstract management for several events & congresses and conferences
  • Build abstract submission platforms according to the client's needs and follow up on reviewing and selection processes
  • Create and plan speaker's communications
  • Ensure a smooth collaboration between conference secretariat and speakers, providing and collecting all necessary information/deliverables
  • Facilitate creation of conference programme by coordinating and centralising speaker and abstract management information to client, account manager, project manager and/or programme manager
  • Complete procedures (SOP), documents, forms, reports that are essential to the daytoday operations of the programme & speaker coordination of events
  • Oversee onsite speaker management Postevent evaluation and followup with all stakeholders
    Project Management
  • Exercise independent decision authority for problem resolution
  • Relationship Management including Client, IT, Call Center, Marketing, Accounting, Team Members, Executive Team, and Sales
  • Advocate a high level of service attitude and professionalism
  • Respect timelines and critical dates and related action items
  • Manage your workload & prioritise tasks and projects
  • Accept to work certain weekends (linked to dates of events taking place) Be available to travel internationally with a minimum of 4 times a year
    Admin, IT & Tools
  • Master the systematic use of MCI & other available templates, tools & IT systems
  • Setup and follow up tasks and milestones in MCI 360 in coordination with the Account Managers and Project Managers.
Respect the GDPR regulations related to all events deliverables and participants
Your profile:

  • Eligible to work in the EU
  • Excellent written and verbal communication skills in English (Level C1), any additional EU languages is a plus.
  • Master's degree in Business Management, including but not limited to Event, Hospitality, Tourism Management and Corporate Communication or other relevant studies
  • Experience in planning, developing, and delivering events and communication programs in the private sector or in an international environment is highly valued
  • Excellent organisational and time management skills
  • Multitasking aptitude and problemsolving minded
  • Great customer service with a positive attitude and excellent interpersonal skills
  • Attention to details and aptitude to deal with confidential information
  • Time management skills, flexibility, and ability to work under tight deadlines
  • Available to join the team rapidly Applications from freelancers are welcome
    We Offer
The opportunity to work in an international and dynamic environment with multi-cultural colleagues:

  • full-time job (40h/weeks with 12 recuperation days per year)
- a competitive salary package which includes: meal vouchers, hospitalisation, and group insurance
- continuous learning & development opportunities via our MCI Institute (online & offline L&D suites)
- open-minded company with room for creativity & innovation.

MCI is where you can bring your true self to work and be proud of what you do. Join us and make a difference

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