Customer Service Administrator

5 days ago

Perth, Western Australia Artrage Inc Full time $60,000 - $80,000 per year

About ARTRAGE

At ARTRAGE, we know that art changes lives. It's a powerful force. We are proud to have been an integral part of delivering the magic of art in many forms to the people of WA for over 40 years. ARTRAGE is a non-for-profit registered charity that is one of WA's oldest arts organisations. Alongside FRINGE WORLD Festival, ARTRAGE also currently produces Rooftop Movies. Check out our video here to see more of what we do at ARTRAGE.

About the Role

As one of ARTRAGE's Customer Service Administrators you will be the first voice our customers hear, responsible for monitoring and responding to a high volume of enquiries during our Rooftop Movies and FRINGE WORLD Festival seasons. Your responsibilities will include:

  • Serve as the primary contact for customers via phone and email, providing assistance with general enquiries, ticket bookings, and triaging messages to relevant departments.
  • Process bookings, ticket exchanges, and refunds using the ticketing system, adhering to ARTRAGE's ticketing policies.
  • Address and escalate customer concerns professionally and empathetically in line with ARTRAGE's complaints policy.
  • Maintain strong knowledge of FRINGE WORLD and Rooftop Movies programs, websites, and app to guide customers effectively.
  • Assist customers with access requirements, including accessible bookings and Companion Card ticketing, and liaise with venue staff accordingly.
  • Use internal tools to update customers on event changes via email/SMS, import HTML templates, and ensure accurate communications.
  • Work collaboratively with ARTRAGE staff, embody ARTRAGE values, and perform other related duties as required by management.

Skills and Experience

  • Experience in a customer service role, including answering phones and emails

  • Excellent written and verbal communication skills

  • Experience dealing with high volumes of customer enquiries

  • Experience dealing with customer complaints in a professional and empathetic manner

  • High level of interpersonal skills and the ability to work with a diverse and wide range of people

  • Ability to work well both autonomously and as part of a team

  • Strong problem-solving skills and the ability to work under pressure in a fast-paced environment

  • Ability to learn new systems

  • Proficiency of Office Suite (especially Excel, Word, Outlook, Teams).

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