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 also 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