Customer Care Support Advisor
Customer Care Support Advisor
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Summary:
Location: Manchester UK
Division: Ticketmaster UK.
Line Manager: Team Manager (Contact Centre)
Contract Terms: Permanent 35 hours per week.
THE TEAM
The Fan Support Team is responsible for guiding our fans through the entire events process assisting with queries and requests - before during and after the show. The team deal with an array of requests from how to purchase tickets all the way through what the fan requires to access the event for all types of events we sell for comedy theatre music sports and attractions.
THE JOB
The role of Fan Care Support Advisor will provide an efficient front-line service to fans by resolving problems and queries and utilising appropriate communication methods to ensure new and existing fan loyalty and brand confidence.
Ticketmaster is part of Live Nation Entertainment which is the worlds leading live entertainment company comprised of global market leaders: Ticketmaster Live Nation Concerts LN Media and Artist Nation Management.
WHAT YOU WILL BE DOING
Working across multi-functional teams Service Resolution Resale Access Complaints & social media.
Communicating with fans verbally and electronically via live chat email and phone.
Resolve fan queries in an efficient and timely manner in line with agreed Key Performance Indicators and Service Level Agreements.
Provide the highest level and quality of fan service at all times ensuring fan confidence.
Make suggestions for service improvement.
Advise and support other members of the fan support team and external departments in relation to event and venue information and fan queries.
Liaise with other departments across the business to ensure adequate knowledge of the business to enhance the service provided to the fan.
Adhere to all company and departmental processes policies and procedures.
Undertake other duties as required by management.
WHAT YOU NEED TO KNOW
Contact Centre customer service experience.
Experience using Microsoft packages including but not limited to outlook word and excel.
Understand the importance of both internal and external customers.
Excellent written and verbal communication skills.
Excellent time management and organisational skills.
YOU (BEHAVIOURAL REQUIREMENTS)
Maintains working relationships to promote positive and friendly culture.
Demonstrates an understanding of the fan concept.
Display a high level of focus and demonstrates strong attention to detail.
Displays a good knowledge of grammar and punctuation.
Enthusiastic confident and able to communicate at all levels.
Ability to work under pressure to meet targets and deadlines.
Ability to analyse and solve problems.
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment the worlds largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the worlds 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 youre 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. Its 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.
#TM
#LI-CG1
Required Experience:
Unclear Seniority
Employment Type
Full-Time
