Job Summary:
JOB DESCRIPTION – Fan Support Professional – German-speaking
Location: Berlin
Division: Fan Support
Line Manager: Fan Support Manager DE/AT
Contract Terms: Permanent

AT TICKETMASTER, WE KNOW EXACTLY WHAT FANS WANT. WE ARE FANS OURSELVES AND KNOW HOW IT FEELS TO STAND IN THE FRONT ROW FOR COLDPLAY, TO MOSH IN THE MUD AT FESTIVALS OR TO STAND SCREAMING IN THE FAN SECTION AT THE STADIUM. EVERY YEAR, WE GIVE FANS ACCESS TO UNFORGETTABLE LIVE EXPERIENCES. IN DOING SO, WE ARE ON THE ROAD TO SUCCESS AS THE GLOBAL MARKET LEADER AND ARE THE FASTEST GROWING TICKETING COMPANY IN GERMANY.

Our team is a colorful mix and we are all dedicated fans. Diversity and respectful cooperation are very important to us and part of our corporate identity. We welcome everyone who shares our passion for concerts and clubs and who wants to take our company even further.
Currently we are looking for reinforcement in the area of customer service. If you are a communication talent, keep a cool head when others have long since lost it and have experience in the field of customer service, you are the right person for us!

YOU (BEHAVIOURAL SKILLS)

• Team player
• Good time management and organisational skills.
• Ability to communicate clearly and precisely in written or verbal form.
• Self-starter, highly motivated.
• Ability to work in a challenging environment.
• Knack for precise work
• Is open to coaching and feedback.
• Ability to work on own initiative, and also as part of a team.
• Ability to work under pressure to meet deadlines.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Experience working in Fan Support or equivalent.
• Experience with a CRM tool (e.g., Salesforce Messenger) preferred.
• Experience with Zendesk is a bonus.
• Working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Fluent in German (spoken and written).
• Good English skills (spoken and written)

• Handle fan comms for Germany and Austria by sending bulk emails to fans on various topics (e.g., cancelled/rescheduled events, event information, security information, public transportation, etc.) – either as a static text or as a data extension with dynamic data points
• Liaise with promoter services and promoters in case of special mailing requests or if mailing requests don’t conform to our terms and conditions
• Ensure our mailing standards are upheld
• Maintain, update and create mailing templates
• Provide support for mailing-related requests via other backend tools (e.g., regarding public transportation via our personalization tool)
• Process fan contacts via Zendesk and liaise with other departments and promoters to provide solutions for our fans.
• Process fan contacts and inform our call center when relevant information changes.
• Maintain and update our FAQs by keeping existing content up to date and creating new content as required.
• If required, you will be on site at events and take care of our customers’ needs (clearing point, box office, guest list).

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Experience working in Fan Support or equivalent.
• Experience with a CRM tool (e.g., Salesforce Messenger) preferred.
• Experience with Zendesk is a bonus.
• Working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
• Fluent in German (spoken and written).
• Good English skills (spoken and written).