[ASM Global] Customer Services Manager

Kai Tak Sports Park is a fully integrated sports, leisure and entertainment destination that is expected to be completed in 2024. The 28 hectare park will be part of the redevelopment on the site of the old Hong Kong International Airport in Kai Tak. Kai Tak Sports Park Ltd (KTSPL) has been awarded the contract to undertake this project. ASM Global, through its subsidiary company in Hong Kong, SMG China, has been engaged by KTSPL to be the Operator of Kai Tak Sports Park. About ASM Global ASM Global is the world’s leading producer of entertainment experiences. It is the global leader in venue and event strategy and management—delivering locally tailored solutions and cutting-edge technologies to achieve maximum results for venue owners. The company’s elite venue network spans five continents, with a portfolio of more than 350 of the world’s most prestigious arenas, stadiums, performing arts venues, and convention and exhibition centers, including McCormick Place Chicago; Moscone Center San Francisco; ICC Sydney Australia; Olympia London; Shenzhen World China; and P&J Live in Aberdeen, U.K. Follow us on Facebook, Instagram, LinkedIn and Twitter. asmglobal.com

Department: Ticketing

Reports to: Head of Ticketing

Role Introduction

The Customer Services Manager is responsible for ensuring the highest levels of customer service are provided at all times across KTSP Ticketing. The role will ensure the efficient management and delivery of KTSP Box Office and Customer Support services.

Key Responsibilities

• Proactively manage all daily operational aspects of the KTSP Contact Centre and Box Office, including staff presentation, accurate and efficient administration, office organisation and daily control of the main Box Office sales areas.
• Ensure the Contact Centre and Box Office always provide a consistently high level of care and courtesy to customers and visitors and to ensure that customer enquiries are responded to appropriately as per KTSP guidelines.
• Manage and motivate a team of staff within the Contact Centre and Box Office, setting targets and KPIs with regards to speed, efficiency, sales and quality for the team, to ensure maximum productivity. Record statistics, user rates and performance levels of the Box Office and Contact Centre and produce analysis reports.
• Manage and record all Ticketing related customer service queries, involves tracking and monitoring such queries and producing regular reports on customer queries and response times periodically reviewing the effectiveness of the service and making recommendations for improvements to the Head of Ticketing.
• Ensure all areas and points of sale are adequately always resourced.
• Implement quality control measures to ensure the highest levels of customer service are maintained, errors minimized and performance tracked and reviewed.
• Responsible for the management of Box Office and Contact Centre staffing, Box Office financial control, reporting, cash handling, the processing of credit/debit card payments and to ensure the banking of cash are strictly controlled and accurately recorded.
• Assist with the planning, development and delivery of staff induction, recruitment, training and motivating the team, organise staffing levels, including shift patterns, and determining the number of staff required to meet the needs of the business.
• Monitor and review the teams performance, assess training and development needs and plan training sessions accordingly.
• Assist with the Performance Management Program (PMP) and manage the annual training and development plans. To conduct formal meetings and undertake monthly progress meetings with each team member.
• Responsible for ensuring that KTSP ticketing is adhering to PCI compliance regulations and ensure processes are adhered to.
• Manage, log and control the fulfillment of tickets, update and maintain the tracking system to track and record batch printing/posting of tickets, and manage and control the overall security and accountability of ticket stock.
• Responsible for identifying performance issues relating to the scanners and producing analysis reports on an event-by-event basis and be responsible for scanner induction training with the Front of House team.
• Responsible for the management and control of the KTSP White label Telephone System, ensure all messages and information held on it are accurate and updated regularly.
• Responsible for the maintenance and updating of all procedure manuals, information files, staff files and any other information systems connected to the management of the Customer Service Team.
• Sell and promote with enthusiasm all shows/events on sale and any other miscellaneous sales managed by KTSP Ticketing, ensuring a high level of customer service is maintained at all times.
• Have a good understanding of KTSP and its events, and to be able to advise customers on the best seats/areas for their needs.
• Process ticket sales and reservations reports on demand.
• Ensure all relevant show/event information is appropriately circulated to the KTSP Ticketing team.
• Participate in all aspects of training and development as directed and to use all relevant learning opportunities to improve personal skills to improve the effectiveness and efficiency of service delivery.
• Undertake any other duty commensurate with this post as determined by the Head of Ticketing.

Requirements

• Degree holder or above.
• Minimum 5 years experience within sales/call centre/box office preferably in Events/ Venue management industry.
• Supervisory experience within Ticketed events, Theatre/Concert venue or similar type environment.
• Knowledge of Box Office Systems.
• Customer service experience within customer focussed environment.
• Track record of achieving demanding targets.
• Experience in staff development and training.
• Good standard of literacy and numeracy skills.
• Proficiency in using IT and the ability to use a variety of software packages.
• Effective communication and client liaison skills.
• Sales and Marketing knowledge to deal with customers and effectively with clients.
• Ability to build and lead successful teams.
• Ability to handle pressure, meet targets and work within tight deadlines.
• Commitment to and the flexibility to work hours as determined by the business. This will include working evenings, weekends and Bank Holidays.
• Committed to on-going personal and team development.
• Willingness to undertake appropriate training.
• The ability to self motivate and work independently or as part of a team
• Problem-solving and decision-making skills with the use of initiative.
• The ability to interpret data and reports to revise strategy and improve quality and effectiveness.
• Good command of spoken and written English and Chinese; ability to speak Putonghua is a definite advantage.

Interested parties please send full resume with current salary, expected salary and availability by clicking “ Apply Now ”.

Personal & Application Information

We are an equal opportunity employer. Data collected will be treated in strict confidence and used for recruitment purpose only. Applicants who are not invited for interviews within 4 weeks may consider their applications unsuccessful.