Operations Executive - Ticketing Operations

at  Live Nation

WHAT YOU NEED TO KNOW (OR TECHNICAL SKILLS)

• Strong Interpersonal Skills with an ability to relate to people on all levels by quickly establishing rapport and displaying patience where necessary.
• Organizational Skills with proven ability to effectively manage time to ensure training deadlines and business needs are met.
• Results Orientated - Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and effectively applying effort and resources, combined with passion, belief and energy. Ability to work nights, weekends and holidays as required
• Proficiency with data processing as well as Microsoft Office based computer packages including Word, Excel and other standard applications. Typing skills with high accuracy. Familiarity with ticketing system a plus.
• Strong Communication skills both written and verbal. Clarity and confidence when presenting/training, communicating with customers. Effective listening skills are also paramount.

YOU (BEHAVIOURAL SKILLS)

• Customer-Centric by ensuring Ticketmaster’s internal and external customers’ needs are continually satisfied. Experience in dealing with and training a range of people from different backgrounds is highly regarded. Call Centre experience is advantageous but not mandatory.
• High Attention to Detail with ability to problem solve by identifying issues, accurately maintain and ensuring quality assurance requirements are met with feasible solutions. Organize time effectively and plans for future needs, including maximizing the use of available resources.
• Ability to respond with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity and/ or rapid changes in a highly pressured working environment.
• Self Disciplined to be able to adhere to set guidelines and process adherence.
• Demonstrates ethical behaviors with positive attitude
• Due to PCI compliance requirements a police clearance check is required to perform this position.

• Answer calls from Call Centre and provide day to day ticketing support as required.
• Respond to customer enquiries via electronic communication
• Assist with general and technical issues and escalate where necessary
• Plan and manage operations during events as required
• Provide assistance and guidance to the agents as required and assist the Asst Manager with onboarding process for new starter training.
• Ensure that agents have the necessary equipment and information to provide the service required
• Assist the Asst Manager to develop and implement processes for inventory management and equipment utilization
• Handling customer challenges and/or concerns as they relate to ticket sales and policies
• Event follow-up with Event Organizers when required
• Undertake administrative support including but not limited to EDM, data verifications etc.
• An ability to work under pressure
• To provide ad-hoc report when required as well as other general administrative duties as delegated by the Head of Operations.