In your role:
Call Centre Support
- You are the face of the company and first point of contact for the customer.
- Monitor staff attendance and ensure Call Centre Service Levels are achieved.
- Conduct briefing for staff and update event information to ensure staff are updated ofcorrect information to inform customers.
- Handle and follow up on open and escalated cases in a timely manner.
- Answering of multiple hotlines (including ticketing, helpdesk, corporate booking) andoutbound calls for cancelled/ postponed shows.
- Monitor live chat for SISTIC Live stream events.
- Deliver an enjoyable and smooth experience for our customers via customer emails, livechat requests and social media enquiries.
- Handle escalated customer complaints.
- Provide feedback to further enhance existing processes to improve the customerexperience.
- Other Administrative duties e.g.: endorse timesheet, follow ups on double bookings etc
- Other ad-hoc duties assigned by your reporting supervisors.
Box Office Support
- Answering helpdesk calls from agents and staff.
- Manage brochure and ticket stock replenishment from agents.
- Troubleshoot and conduct authorised agent’s printer maintenance.
- Ticket fulfilment duties (ticket printing, delivery arrangement, follow ups on bouncedmails).
- Set up and perform venue ticket sales and collections.
- Perform the role of supervisor to ensure smooth operations at venue sales.
- Daily reconciliation of ticket sales.
Requirement:
- At least a A Level / O level / Nitec / Higher Nitec.
- A team player, task oriented and possess good communication skills and customerservice skills. Able to lead a team.
- Independent while building relationships with colleagues and customers.
- Be adaptable, able to be mould to an ever-changing environment.
- Positive, possess a “Can Do” attitude and cheerful personality.
- Proficient in Microsoft Office
- Have the proven ability to problem solve, both being able to think out of the box andimplement innovative solutions to everyday problems.
- Able to perform rotating shift schedules including weekends and public holidays.
- 1 year contract convertible to permanent role.
