THE TEAM
The Call Centre/ Box Office team is responsible for managing large quantities of customer queries through inbound/outbound calls, via email and providing on-site assistance in a timely and efficient manner. A major priority is to identify customer needs and provide the best solution possible.
THE JOB
To provide high quality service meeting Ticketmaster’s standards across all incoming contact center channels, including but not limited to:
- Customer Care
- Accessible Sales
- Box Office/ Ticket Resolution
WHAT YOU WILL BE DOING
- Handling incoming and outgoing calls to efficiently address fan needs over phone.
- Respond to fan enquiries via electronic communication
- Assist Box Office/ Ticket Resolution counters with ticketing enquiries and basic technical support and escalate where necessary
- Other duties as required and directed
WHAT YOU NEED (or TECHNICAL SKILLS) FOR THE JOB
- Great Interpersonal Skills – Have the ability to relate to people on all levels and establishing rapport and displaying patience where necessary.
- Effective Communicator - Demonstrating strong communication skills, both written and verbal. Clarity and confidence when addressing and responding to fan enquiries. Effective listening skills are also paramount.
- Computer and Numeracy Literacy - Ability to use Microsoft Office based computer packages and is tech savvy. Typing skills with high accuracy a plus. Capable to track data entered and track transactions processed.
- Results Orientated - Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and effectively applying effort and resources, combined with passion, belief and energy.
WE WANT YOU IF YOU ARE (BEHAVIOURAL SKILLS)
- Customer Focus - Ensuring Ticketmaster’s internal and external customers’ needs are continually satisfied. Experience in dealing with and training a range of people from different backgrounds is highly regarded. Call Centre experience is advantageous but not mandatory.
- Flexibility - Demonstrated ability to accommodate and adapt to changing needs of the business in a highly pressured working environment. At the same time, proven ability to adhere to set guidelines and process adherence.
- Problem Solving Individual - Ability to identify potential problems and identify solutions. Appropriately seeking information from higher source when required.
- Attentive to details – Ability to provide detailed and helpful information to fans and is focused on delivering effective solutions and maintaining fans loyalty
- Positive Attitude and able to work independently - Possession of “natural energy” with a proactive focus.
- Due to PCI compliance requirements a police clearance check is required to perform this position.
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.
We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
Our work is guided by our values:
Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.
Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team
Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent
Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
