- Where
- Cebu City, Philippines
- Level
- Mid
Job Summary:
THE TEAM
The Ticketing Operations team is key to maintaining a strong and connected client relationship, both internal and external, and plays a critical role in the development and implementation of ticketing strategies to maximize sales and to ensure a smooth operational process during events.
The Ticketing Operations Specialist will work in an environment responsible for the implementation, support and troubleshooting of Ticketmaster’s ticket technology and at the same time assisting with all operational needs as well as the Call Centre/ Box Office. They will support the Operations Manager in working closely and collaboratively with both external and internal stakeholders, ensuring systems and process are delivered to ensure not only a positive client experience but also positive customer experience.
THE JOB
Primary duties include providing effective operational support across all channels such as the Call Centre and Box Office by providing high quality service meeting Ticketmaster’s standards. A key responsibility will be to manage large quantities of customer queries through inbound/outbound calls and via email (Zendesk) in a timely and efficient manner. A major priority is also to identify customer needs and provide the best solution possible through highly competitive customer service. In addition, the role will also provide a range of coordination and support functions including but not limited to resource management & administration support.
WHAT YOU WILL BE DOING
• Answer calls from Call Centre and provide day to day ticketing support as required.
• Respond to customer enquiries via electronic communication
• Assist with general and technical issues and escalate where necessary
• Plan and manage operations during events as required
• Provide assistance and guidance to the agents and cashiers as required and assist the Manager with onboarding process for new starter training.
• Ensure that agents and cashiers have the necessary equipment and information to provide the service required
• Assist the Manager to develop and implement processes for inventory management and equipment utilization
• Handling customer challenges and/or concerns as they relate to ticket sales and policies
• Event follow-up with Event Organizers when required
• Undertake administrative support including but not limited to EDM, data verifications etc.
• An ability to work under pressure
• To provide ad-hoc report when required as well as other general administrative duties as delegated by the Operations Manager.
• May process and monitor billing payments, ensuring accurate recording and timely settlement of accounts.
• To adhere to quality management, safety and environment company policies
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Strong Interpersonal Skills with an ability to relate to people on all levels by quickly establishing rapport and displaying patience where necessary.
• Organizational Skills with proven ability to effectively manage time to ensure training deadlines and business needs are met.
• 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. Ability to work nights, weekends and holidays as required.
• Proficiency with data processing as well as Microsoft Office based computer packages including Word, Excel and other standard applications. Typing skills with high accuracy. Familiarity with ticketing system a plus.
• Strong Communication skills both written and verbal. Clarity and confidence when presenting/training, communicating with customers. Effective listening skills are also paramount.
YOU (BEHAVIOURAL SKILLS)
• Customer-Centric by 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…