Customer Experience Assistant

POSITION: Customer Experience Assistant (Fringe HQ)

LOCATION: Adelaide Fringe Head Office

REPORTS TO: Customer Experience Coordinators

EMPLOYMENT: Casual

PAY RATE: LPA Production & Support Staff Level 3, $34.48 p/h

POSITION SUMMARY

Customer Experience Assistants are the first point of contact for Adelaide Fringe audiences. Whether you are on the phones, replying to enquiries, or providing ad-hoc support at physical locations, you help make the Fringe experience seamless, friendly and stress-free.

You'll work in our call centre based at Fringe HQ, using Red61 to manage sales, process exchanges, and support access bookings. You'll be part of a fast paced, supportive team that takes pride in clear communication, inclusive service and solving problems on the spot.

You don't need to know everything on day one. All we ask is you bring energy, initiative, and a genuine care for our customers. This is a great role for someone who thrives in live environments, enjoys connecting with people and is up for the organised chaos that comes with festival life.

ORGANISATIONAL RELATIONSHIP

Department: Customer Experience (Ticketing)

Supervises: Nil

Internal Liaisons: Fringe Director & Chief Executive, Executive Leadership, Department Heads and Managers, and other Adelaide Fringe staff as required

External Liaisons: Adelaide Fringe Customers, Promoters, Venues and Artists, Consultants and Contractors

KEY RESPONSIBILITIES

Customer Support & Service Delivery

• Provide professional, friendly and timely customer service via phone and email
• Serve as the first point of contact for general and accessibility enquiries, offering accurate and inclusive support
• Process ticket sales, exchanges, refunds, vouchers, memberships and merchandise using Red61
• Support accessibility bookings and assist customers through the access booking process
• Maintain a strong understanding of the Adelaide Fringe program, venues, show changes, promotions and ticketing policies
• Respond to customer enquiries and complaints, escalating when necessary and ensuring a positive resolution

Call Centre Operations

• Help ensure the smooth, day to day running of the Adelaide Fringe Call Centre
• Participate in shift briefings and keep up to date with real-time changes to shows, venues and services
• Report any technical or equipment issues promptly to your supervisor
• Support outbound communication tasks such as contacting customers about show changes or cancellations
• Maintain a clean, professional and welcoming call centre environment for staff and volunteers

Policy & Compliance

• Adhere to Adelaide Fringe's refund and exchange policies, voucher redemption procedures, and accessibility guidelines
• Follow all Occupational Health, Safety and Welfare regulations and safe working practices
• Ensure all processes comply with LPA guidelines, PCI obligations and data protection standards
• Contribute to a positive and supportive team culture by working collaboratively with staff and supervisors

ESSENTIAL / DESIRABLE CRITERIA

Education & Experience

• Experience in customer service, retail, hospitality or a similar frontline environment
• Comfortable with phone-based service and multitasking under pressure
• Desirable: Familiarity with ticketing systems (Red61 or similar)
• Desirable: Experience in a festival, arts or events setting
• Desirable: First Aid and/or CPR certification

Soft Skills & Personal Attributes

• Friendly, confident and calm under pressure
• Strong communicator with attention to detail
• Able to work well independently and in a team
• Comfortable learning new systems and procedures quickly
• Enthusiastic about the arts and live event environments

KEY COMPETENCIES

• Customer service and conflict resolution
• Sales and transaction processing
• Clear verbal and written communication
• Problem solving and adaptability

VALUES

It is required by all staff to embrace the Adelaide Fringe values:

• Creative
• Adaptive
• Persistent
• Collaborative
• Passionate

MANIFESTO

It is required by all staff to embrace the Adelaide Fringe Manifesto:

1. We believe in challenging artists to be brave and audiences to be braver. Be brave with us.

2. We believe that we can inspire audiences to take risks, be inspired and DO IT AGAIN

3. We believe in collaboration and that we can only push creative boundaries and innovate if we work together.

4. We are committed to cultural diversity, inclusivity, acceptance and continuously educating ourselves and others.

5. We believe in the cultural, social and economic force of the Fringe and the Arts.

6. We believe the Fringe is an important driver for South Australia – it drives outcomes for artists, venues, communities, businesses and the state.

7. We are committed to delivering a Fringe that offers the best possible experience to artists, venues and audiences.

8. We believe in the WOW … a festival should transform a place and can transform your mind.

9. We are committed to minimising our impact on the environment and maximising our social impact on people's lives.

10. We listen and we are committed to continuous improvement