Contact Centre Agent

ABOUT US

As the proud ticketing partner for the 2028 Olympics in Los Angeles, AXS connects fans with the artists and teams they love.

Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theatre – at some of the most iconic venues in the world.

We're passionate about improving the fan experience and providing game-changing solutions for our clients, and we're always looking for smart, motivated people to help make it happen.

Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. Together we keep the world cheering.

Since our founding in 2011 and as part of Anschutz Entertainment Group (AEG Worldwide), we've consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

Another important milestone in the AXS journey was the establishment of our Australian and New Zealand (ANZ) operations in 2023. The AXS team in ANZ are raising the standards in this region with their different approach, highly focused on exceptional people, strong partnerships with their clients along with their seamless and reliable technology.

The ANZ headquarters are based in Melbourne where the company brings its cutting-edge technology and expertise to deliver better experiences for our fans and clients. AXS has recently expanded its operations in the Australian and New Zealand markets with a dedicated office in Brisbane, Queensland.

ABOUT THE ROLE

AXS Australia and New Zealand is seeking an experienced
Customer Service Agent

to join our operations in Melbourne.

This role involves being the first point of contact for our customers through our contact centre. Your role is to showcase our commitment to service excellence by ensuring timely resolution of technical issues and maintaining a high level of satisfaction for customers and clients.

As an experienced Customer Service Agent in a Contact Centre, you will be driven by going above and beyond for our customers, representing our brand with integrity and pride and ensuring every interaction is authentic and intentional.

We will train you in how to use the AXS platform, and its tech and ticketing capabilities to help you navigate customer enquiries for each event. You will have the ability to apply your learnings and keep up to date with tech innovation and updates and will also be a great team player by working with internal teams in the preparation and planning for onsales and events.

You will also have outstanding customer service skills; problem solving ability and drive to create and maintain standards of excellence in representing AXS ANZ. Ideally, you will be proficient in Zendesk with outstanding written communication skills, and you will also be comfortable in calling customers to answer queries on the phone.

Most importantly, you will thrive in being face to face with our customers at our events, thinking on your feet, being agile and able to work as part of a broader event delivery team. This will initially be offered on a part time basis with scope to increase hours based on operational needs.  

WHAT YOU'LL DO

• Be
  the first point of contact
  for AXS ANZ customers and provide
  high-quality customer service via phone, email, live chat, and social media
  , ensuring all enquiries are resolved efficiently and professionally.
• Assist customers with
  ticket purchases, event information, and troubleshooting
  . Resolve technical issues relating to accessing tickets, AXS mobile ID, and customer accounts.
• Handle complaints and escalations
  with professionalism and in alignment with
  customer service standards, expectations and event policies.
• Maintain up-to-date knowledge of
  each event, pre-empting customer enquiries
  based on the bespoke nature of each event and venues and
  develop guides and plans
  for the boarder team to support.
• Support customers
  with accessibility needs, group bookings, and special requests
  . Liaise closely with the AXS ANZ operations team to work through requests for each event.
• Work closely with
  internal teams
  (Box Office, Operations, Marketing, IT) to ensure
  seamless customer experience leading up to onsales and event day.
• Work closely with the AXS
  ANZ finance and operational team
  to ensure
  accurate processing of payments
  and adherence to
  fraud prevention procedures.
• Share
  customer insights and feedback
  to help improve products, services, and fan experiences.
• Meet
  performance targets
  relating to
  customer satisfaction, response times, and other metrics
  .
• Adhere to
  company policies, data privacy regulations, and industry standards.

WHAT YOU'LL BRING

• Excellent communication skills

with the ability to convey information (both written and verbally) for the purposes of
providing strong customer service

and
problem solving skills
- Demonstrated experience and understanding of
contact centre operations

, including
inbound/outbound call handling, email, chat and other communication channels
- Experience in
handling customer enquiries

in a technical support role, or similar, with the ability to
interpret and explain

technical concepts to non-technical users
- Sound
project management skills

with high levels of
attention to detail

as well as the ability to plan and deliver projects within
designated timeframes
- Ability to form and maintain
strong relationships

across the business with both internal and external stakeholders
- Exemplary
problem-solving, verbal and written communication

and
presentation skills

.
- Possess a
high degree of poise and professionalism

when presenting and interacting with internal and external clients.

AND YOU'LL REALLY GET OUR ATTENTION IF YOU HAVE

• A passion for the live entertainment and sports industry
• Zendesk experience and proficiency with help desk ticketing systems and knowledge base software (WIKI) would be ideal as well as experience with Five 9
• Experience in facilitating training would be highly regarded

IT'S ALSO IMPORTANT THAT YOU KNOW

• This job description is not intended to be all-inclusive. Our
  Contact Centre Agent

may be required to perform other related duties as assigned.
- Our ideal team member will have the ability to, during peak times only, work outside of standard business hours to support our events. This may include during evenings and weekends throughout the year.
- You will also need to be able to provide a range of background checks, including an Australian Police Check and a Working With Children Check.

MOST IMPORTANTLY

AXS celebrates challenge.

We are a collective of achievers reimagining our products and practices to help people do what they love in new ways. We are bonded by curiosity, nurturing solutions for a growing and increasingly diverse global footprint.

Unwavering in our commitment to cultivate and preserve a culture of inclusion, the investment in our people makes us stronger and the varied perspectives makes us wiser.

AXS Australia and New Zealand is proud to be an equal opportunity employer.

To learn more about AXS, please visit