Registration Services Assistant

The European Society for Medical Oncology (ESMO) is seeking to fill a new position for a Registration Services Assistant to support the ESMO Member Relations & Services Department, ideally beginning 1 May 2019. The post is a fulltime position based in the Head Office in Lugano.

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About the Department

The Member Relations & Services Department is composed of the Membership Unit and the Registration Unit and supported by a centralized customer service function.

ESMO currently has over 21,000 members and attendance at meetings can range from 200 to 30,000 participants. The department is in charge of membership, registration for ESMO’s frequent international meetings and customer service for the ESMO. 

The responsibilities of the Registration Unit include both back office and client facing responsibilities with the overarching goal of providing the best customer experience. The main tasks include the registration of all delegates via individual and group processes, and the logistical organisation of the registration areas.

Main Responsibilities

Conference pre-registration

  • To assist with the daily activities of all events registrations (registrations, cancellations, payments, invoices, confirmations, invitation letters for visa purposes, name changes, event material preparation, etc.)
  • To insert congress registrations received by email in the online database
  • To answer phone calls and e-mails and to help participants with the online registration system
  • To prepare and send invitation letters for visa purposes when requested
  • To process and monitor the payments of participants
  • To assist with the production of the registration material 

Onsite during the conference

  • To support the team during events with onsite registration management
  • To manage an individual desk, the onsite registration or groups registration desk
  • To address possible complains and deal with difficult questions
  • To support the local staff hired to assist in the onsite registration task

After the conference

  • To follow up on the requests of reimbursement
  • To count the registration material stock and ensure to always have enough material 

Ongoing

  • Attend to customer service inquiries via email and phone
  • Review and update data in the CRM to ensure profiles are accurate
    • Check the accuracy of existing account records on Salesforce
    • Source and populate missing data
    • Manage conflicting data
    • Validate account data in system
    • Delete duplicates using Salesforce tools
    • Merge multiple profiles

 Any other ad-hoc tasks in relation to the organisation of events and/or other activities undertaken by the Member Relations & Services Department.

Essential Skills

  • Ability to work under pressure, set priorities and meet deadlines
  • Work with accuracy and with sense of responsibility
  • Work independently as well as within a team
  • Good computer knowledge; proficiency in Microsoft Office programs
  • Good knowledge of database management and developing/implementation

Education & Experience

  • University degree
  • High level of spoken and written English, other languages are a plus
  • At least one year in a similar role

Personal/Character Requirements

  • Organised, self-motivated and prepared to take initiative
  • Ability to spot and solve problems
  • Good communicator, courteous, flexible
  • Culturally aware and sensitive to intercultural differences
  • Ability to multi-task and work under pressure
  • Available to travel in Europe and Asia, frequently on weekends
  • Swiss citizen or valid EU work permit

Application procedure

To apply, please provide via e-mail (preferred) or regular mail and in English only to Andrea Abbatelli, Head of HR, ESMO, Via Ginevra 4, 600 Lugano Switzerland,  jobs@esmo.org

  • An application letter of maximum one page (including notice time from current position)
  • A CV of maximum one page plus at least two references
  • A recent photo, e‐mail address, and telephone number

NB: Applications that do not fulfill the above submission requirements, will not be considered. 

ESMO is a non-profit Society founded in 1975 to promote the art, science and practice of medical oncology.