Ticketing Solutions and Customer Care Manager

About Ticketek Entertainment Group

Ticketek Entertainment Group is a global fan experience company that tickets, promotes and delivers live experiences that are impossible to forget.  In a distracted world where nothing beats real human moments, We make life better live!

Our Group includes; our Fan Experience Platform (Ticketek) that sells tickets and provides value added services, Event promoting, with businesses across Touring (TEG Touring), Sport (TEG Sport), and Family Experiences (TEG Experiences) and our digital business (Ovation) which focuses on delivering seamless data-driven outcomes for our fans and partner

About the Role

The Ticketing Solutions and Customer Care Manager will join our Ticketek team based in our Malaysia office. This role will work closely with our General Manager of Ticketek Malaysia and Singapore team focusing on client servicing, ticketing system management, event execution, and fulfillment.

What a day in the life looks like?

Customer Interaction & Support

• Respond to general enquiries, refunds, exchanges, booking requests, and complaints with professionalism and empathy.
• Communicate effectively with customers across phone, email, and social platforms.
• Provide accurate and timely information and resolve issues in line with Ticketek policies and procedures.
• Process refunds for cancelled and rescheduled events in accordance with event rules.

Systems & Account Management:

• Work confidently across Ticketek platforms, including Aspect and Zendesk
• Maintain accurate and complete customer account records.
• Review and resolve open tickets during customer interactions to ensure issues are addressed holistically.
• Use macros and workflows correctly for ticket processing and follow-ups.

Time & Task Management:

• Manage workload efficiently while balancing shifting priorities throughout the day.
• Lead the client services and regional event build team in Malaysia
• Adhere to assigned ticket priorities and channel-specific responsibilities.
• Demonstrate urgency and attention to detail in completing tasks and responding to enquiries.

About you

Essential experience & skills

• Minimum 3 years of experience in ticketing or event management.
• Strong attention to detail, with a habit of reviewing work to ensure accuracy and completeness.
• Highly developed problem-solving skills, with a proactive approach to resolving customer issues.
• Excellent verbal and written communication skills.
• Strong interpersonal skills, with the ability to build rapport and maintain positive relationships quickly and effectively.
• Proficient in Microsoft Excel and Word at an intermediate level.
• Active listening skills and a customer-focused mindset.
• Flexible and reliable, with a commitment to delivering exceptional customer service

Here’s a taste of what TEG offers: 

• Complimentary event tickets
• Birthday and volunteering leave
• Wellbeing discounts & flu vaccinations
• Paid parental leave & free employee support (EAP)
• Global rewards and recognition
• Learning, development & career pathways
• A diverse, inclusive, and passionate team

Equal opportunities

TEG is an equal opportunity employer committed to embrace diversity, respect, and care for our people and communities. 

If there are any adjustments that need to be made to ensure you have a fair and equitable experience in our recruitment process, please advise us when scheduling your interview. 

*Only direct applications will be considered. No recruiters please*