Fan Support Professional - German-Speaking

Job Description

JOB DESCRIPTION – Fan Support Professional – German-speaking

Location: Berlin

Division: Fan Support

Line Manager: Fan Support Manager DE/AT

Contract Terms: Permanent

THE TEAM

At Ticketmaster, we know exactly what fans want. We are fans ourselves and know how it feels to stand in the front row for Coldplay, to mosh in the mud at festivals or to stand screaming in the fan section at the stadium. Every year, we give fans access to unforgettable live experiences. In doing so, we are on the road to success as the global market leader and are the fastest growing ticketing company in Germany.
Our team is a colorful mix and we are all dedicated fans. Diversity and respectful cooperation are very important to us and part of our corporate identity. We welcome everyone who shares our passion for concerts and clubs and who wants to take our company even further.

Currently we are looking for reinforcement in the area of customer service. If you are a communication talent, keep a cool head when others have long since lost it and have experience in the field of customer service, you are the right person for us!

THE JOB

As Fan Support Professional, you work to provide best in class service for our fans. This means addressing customer queries, processing requests, and liaising with other departments and external partners to find solutions. We work to give fans the best possible overall experience. Fans first!

WHAT YOU WILL BE DOING
• Process fan contacts via Zendesk and liaise with other departments and promoters to provide solutions for our fans and inform our call center when relevant information changes.
• Liaise with promoters regarding various fan requests (e.g., ticket reprints esp. for time-sensitive events, good will cancellation requests)
• Process fan contacts revolving around the fan's account (e.g., access issues, amending account data, and account deletion)
• Process requests regarding ticket personalization changes for those cases where tickets or orders are personalized
• Process requests about gift cards – gift cards can be purchased through a variety of platforms
• Process requests about newsletters (i.e., subscribing and unsubscribing fans upon request)
• Process payment disputes raised through the payment providers PayPal and Klarna.
• Maintain and update our FAQs by keeping existing content up to date and creating new content as required.
• If required, you will be on site at events and take care of our customers' needs (clearing point, box office, guest list).

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Experience working in Fan Support or equivalent.
• Experience with Zendesk is a bonus.
• Working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Fluent in German (spoken and written).
• Good English skills (spoken and written).

YOU (BEHAVIOURAL SKILLS)
• Team player
• Good time management and organisational skills.
• Ability to communicate clearly and precisely in written or verbal form.
• Self-starter, highly motivated.
• Ability to work in a challenging environment.
• Knack for precise work
• Is open to coaching and feedback.
• Ability to work on own initiative, and also as part of a team.
• Ability to work under pressure to meet deadlines.

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

Jobcode: Reference SBJ-yjp77q-18-222-23-166-42 in your application.