JOB DESCRIPTION – SERVICE RESOLUTION REPRESENTATIVE

Location: Auckland, New Zealand / Melbourne, Australia

Division: Fan Support

Line Manager: Team Supervisor, Fan Support

Contract Terms: Permanent, 38 hours per week, 7-day rotating roster, including weekends and public holidays as required.

THE TEAM

The function of the Service Resolution Team (SRT) is to be the ultimate stop in providing solutions for our fans. SRT are the incubators and iterators of customer resolutions. SRT find solutions by directly liaising with clients via the Direct to Client program and other internal departments. The team will support staff by effectively and efficiently resolving customer and agent queries at the first opportunity. SRT is ever-evolving and can be ambiguous in nature – a big part of this role and team is proactively finding answers to questions that may not yet be documented and ensuring that documentation requests are raised for agents in the future.

THE JOB

Being a Service Resolution Team member is about building fan trust by finding resolutions in an ever-changing environment. To be successful, SRT will also need to build strong rapport with internal and external stakeholders.

WHAT YOU WILL BE DOING

• Provide a high level of service to all fans
• Assist in answering questions from representatives
• Investigate customer claims to resolve issues/requests
• Accept problematic calls from representatives and determine resolution or need for escalation
• Daily monitoring of the SRT mailboxes, relevant Zendesk queues and resolve customer queries from clients and internal teams
• Support Outlet Services
• Work closely with Supervisors to offer feedback on any agents needing further assistance, coaching and support
• Work closely with the Client Managers and/or Clients, building strong relationships and looking at proactive ways to improve our processes, reducing the volume and increasing fan experience
• Liaise with all internal departments such as Marketplace Support, Finance & Fraud, Client Managers, Supervisors, Knowledge Analysts and Training & Quality to improve utilization of information resources for the Contact Centre
• When assisting agents and/or fans, ensuring there is appropriate knowledge articles available for agents and that fan facing information is accurate and fit for purpose
• Liaise with relevant teams for any out of balance accounts, rejected refunds and/or any orders impacted by outages or business disruptions
• Take inbound accessibility calls or escalations as required and at the discretion of management and Planning teams
• Support Moshtix enquiries and escalations when required
• Undertake other duties as required by management
• To adhere to quality management, safety and environment company policies

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Knowledge and Experience of all Ticketmaster applications (desirable not essential)
• Strong understanding of Ticketmaster business operations and eco-system, as well as general ticketing practices
• Customer service background whether face to face or on the phones
• Manage multiple tasks at the same time, with the ability to meet targets and deadlines in a busy, fast paced, dynamic environment
• You have the flexibility to work any shift, including nights and especially weekends. This also includes being a part of the Service Resolution rotating roster
• Ability to embrace change and adapt as we continue to define this new role
• Ability to exercise basic judgment in identifying and implementing solutions to customer concerns and inquiries with and without supervision and guidance from supervisors/managers
• Ability to work as part of a team to achieve individual and team results
• The preferred candidate should have a good attendance record, productivity and Quality Assurance (QA) scores
• Also responsible for other duties/projects as assigned by business management as needed
• Due to PCI compliance requirements a police clearance check is required to perform this position

YOU (BEHAVIOURAL SKILLS)

• A positive, friendly, can-do attitude
• Inquisitive mind and proactive problem-solving approach
• Strong critical thinking skills
• Makes decisions in a timely manner, considering both the immediate and long-term consequences, applying logic in all instances
• A strong work ethic with the ability to adapt to the demands and requirements of the business
• Responds with flexibility, positivity and resilience when faced with multiple demands, shifting priorities, ambiguity or rapid change
• The passion for providing world-class experience for our fans and clients
• A team player with a willingness to help
• The ability to take feedback on board in a constructive manner (remember feedback is a gift!)
• A desire and displayed ability to do well and progress in ever changing fast paced environment

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

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. It's 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.