Ticketmaster
THE TEAM
The Ticketing Operations team is critical to maintaining strong relationships with both internal and external clients. They play a vital role in developing and implementing ticketing strategies to maximize sales and ensure smooth operations during events. The Customer Service Executive works in a dynamic environment, handling the implementation, support, and troubleshooting of Ticketmaster Singapore’s ticket technology. You will be responsible for managing and resolving a high volume of fan queries through inbound/outbound calls, electronic communications, and in-person interactions at the Box Office.
In addition, you will support the Ticketing Operations Manager in managing relationships with both internal and external stakeholders, ensuring that systems and processes are running smoothly, contributing to an enhanced overall fan experience.
THE JOB
Primary Duties:
- Fan Support: Deliver exceptional service across all communication channels (Call Centre, Box Office) while adhering to Ticketmaster’s quality standards.
- Issue Resolution: Proactively address fan inquiries and concerns, offering effective solutions to ensure a positive fan experience.
- Customer Engagement: Provide high-quality, responsive customer service, addressing inquiries, resolving issues, and enhancing fan satisfaction.
- Operational Support: Assist with resource management, coordinate scheduling, and perform administrative tasks to ensure the smooth operation of daily activities.
WHAT YOU WILL BE DOING:
- Answer inbound calls and provide day-to-day support to customers.
- Respond to customer inquiries through electronic communication (e.g., email, chat).
- Assist box office outlets with technical and general issues, escalating as necessary.
- Plan and manage box office operations during events, ensuring everything runs smoothly.
- Provide guidance and support to casual staff, assisting with onboarding and training.
- Address and resolve customer challenges related to ticket sales and policies.
- Follow up with event organizers as required.
- Perform administrative tasks, including EDM, data verification, and other relevant duties.
- Work efficiently under pressure to meet deadlines and resolve issues.
- Other duties as required and directed by management.
WHAT YOU NEED TO KNOW (Technical Skills):
- Interpersonal Skills: Strong ability to relate to people, establish rapport quickly, and exhibit patience where necessary.
- Organizational Skills: Proven ability to manage time effectively to meet deadlines and business needs.
- Results-Oriented: Demonstrate commitment to achieving results and targets, taking responsibility and applying effort and resources with passion.
- Numeracy: Ability to check and verify numerical data, ensuring accounts balance accurately.
- Computer Literacy: Proficiency in Microsoft Office (Word, Excel, PowerPoint). Typing skills with high accuracy. Familiarity with ticketing systems is a plus.
- Communication: Strong written and verbal communication skills. Clarity and confidence when presenting or training others. Effective listening skills are essential.
YOU (Behavioral Skills):
- Customer Focus: Prioritize customer satisfaction and experience, with a background in dealing with diverse people. Call centre experience is advantageous but not mandatory.
- Attention to Detail: Ensure accuracy in maintaining records and meeting quality assurance standards. Organize tasks efficiently.
- Flexibility: Ability to adapt to changing business needs in a fast-paced, high-pressure environment while adhering to guidelines.
- Problem Solving: Ability to identify potential problems and develop appropriate solutions, seeking assistance when necessary.
- Positive Attitude: Bring energy and a proactive focus to your work, with a can-do attitude.
ADDITIONAL REQUIREMENTS:
- Due to PCI compliance requirements, a police clearance check is required for this role.
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 to the live events they love. As the world’s largest ticket marketplace and leading provider of enterprise tools for the live entertainment business, we are uniquely positioned to achieve this goal.
Our culture is driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment and want to help millions of fans experience it, we want to hear from you.
Our Core Values:
- Reliability: We understand that fans and clients rely on us to create unforgettable live event experiences.
- Teamwork: We value collaboration, believing individual achievement is less impactful than team success.
- Integrity: We uphold the highest moral and ethical standards, representing the interests of our partners and stakeholders.
- Belonging: We are committed to fostering a culture where everyone can bring their authentic selves to work, with equal opportunities to thrive.
EQUAL OPPORTUNITIES
At Ticketmaster, we are dedicated to creating a diverse and inclusive environment where all people are valued. We encourage you to bring your whole self to work, and we support you in balancing your professional and personal aspirations. We believe talent is what matters most, and we welcome applications from individuals of all backgrounds, regardless of gender, race, sexual orientation, religion, age, disability, or other characteristics.
Application Questions
As part of your application, you will be asked to answer the following questions:
- Which of the following qualifications do you have?
- Have you worked in a customer service role?
- How many years of experience do you have in a customer service or call centre environment?
- What is your expected salary for this position?
- What is your right to work in Singapore?
We look forward to hearing from you!