Customer Solutions Representative

**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 partners.

**About The Role**

The Weekend Customer Solutions Representative is responsible for providing timely, accurate, and professional assistance to customers across a variety of support channels. This includes resolving enquiries, processing transactions, and managing customer accounts using Ticketek’s systems.

**Requirements**:
**What does a day in the life look like?**

**Customer Interaction & Support**
- Respond to general enquiries, refunds, exchanges, booking requests, and complaints with professionalism and empathy.
- 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, Zendesk and Amazon Connect.
- 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.
- Adhere to assigned ticket priorities and channel-specific responsibilities.
- Demonstrate urgency and attention to detail in completing tasks and responding to enquiries.

**About you**
- Proven experience in a Box Office or Contact Centre environment.
- 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.

**Other key considerations for this position**:
Due to the nature of this role, work is required outside of business hours and on the weekend.

(Hours/schedule: 9:00am - 5:30pm (Monday - Wednesday, Saturday, and Sunday). Weekend days off Thursday and Friday.

**Benefits**

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.