Customer Service Executive

Job Description

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 Customer Service Executive will work in an environment responsible for the implementation, support and troubleshooting of Ticketmaster Singapore's ticket technology and is tasked to manage and resolve large quantities of fan queries through inbound/outbound calls, electronic communications and walk-ins to Box Office in a timely and efficient manner.

The Customer Service Executive supports the Ticketing Operations Manager in managing relationships and communications with both external and internal stakeholders and to make certain that systems and processes are implemented smoothly, leading to an enhanced overall client/ fan experience.

THE JOB

Primary duties:
• Fan Support: Deliver exceptional service and effective assistance across all channels including the Call Centre and Box Office, adhering to Ticketmaster's standards of quality.
• Issue Resolution: A major priority is to proactively identify and understand fan needs and offer effective solutions to ensure a positive fan experience.
• Customer Service and Engagement: Deliver high-quality, responsive customer service to address inquiries, resolve issues, and enhance the overall fan experience.
• Operational Support: Assist with resource management, coordinate scheduling, and perform administrative tasks to facilitate efficient day-to-day operations.

WHAT YOU WILL BE DOING
• Answer calls from Call Centre and provide day to day support as required.
• Respond to customer enquiries via electronic communication
• Assist outlets with general and technical issues and escalate where necessary
• Plan and manage box office operations during events as required
• Provide assistance and guidance to the casuals and assist the Manager with onboarding process for new starter training.
• 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
• Other duties as required and directed

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Interpersonal Skills - Ability to relate to people on all levels by quickly establishing rapport
and displaying patience where necessary.
• Organisational Skills - Proven ability to effectively manage time to ensure training deadlines and business needs are met.
• Results Oriented - 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.
• Numeracy - Ability to check numerical data entered and be able to identify unbalanced accounts.
• Computer Literacy - Ability to use Microsoft Office based computer packages including Word, Excel & PowerPoint. Typing skills with high accuracy. Familiarity with ticketing system a plus
• Communication - Demonstrating strong communication skills, both written and verbal. Clarity and confidence when presenting/training. Effective listening skills are also paramount.

YOU (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.
• Attention to Detail - Ability to accurately maintain and ensuring quality assurance requirements are met. Organize time effectively and plans for future needs, maximising the use of available resources.
• 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 - Ability to identify potential problems and identify solutions. Appropriately seeking information from higher source when required.
• Positive Attitude - Possession of ''natural energy'' with a proactive focus.

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

#TMSG

#LI-Onsite

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Jobcode: Reference SBJ-ro44n2-3-15-203-246-42 in your application.