Job Information
Live Nation Customer Contact Agent in Melbourne/Naarm, Australia
Job Summary:
THE TEAM
The Contact Centre team are responsible for managing large quantities of customer queries through inbound/outbound calls and via email in a timely and efficient manner. A major priority is to identify customer needs and provide the best solution possible.
THE JOB
To provide high quality service meeting Ticketmaster’s standards across all incoming contact center channels, including but not limited to:
Outlet Help Desk
Customer Care
Accessible Sales
WHAT YOU WILL BE DOING
Answer calls across Customer Service / Outlet Services / Sales as required
Respond to customer enquiries via electronic communication
Assist outlets with general and technical issues and escalate where necessary
Other duties as required and directed
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
Interpersonal Skills - Ability to relate to people on all levels by quickly establishing rapportand displaying patience where necessary.
Organisational Skills - 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.
Numeracy - Ability to check numerical data entered and be able to identify unbalanced accounts.
Computer Literacy - Ability to use Microsoft Office based computer packages including Word, Excel & PowerPoint. Typing skills with high accuracy
Communication - Demonstrating strong communication skills, both written and verbal. Clarity and confidence when presenting/training. Effective listening skills are also paramount.
YOU (BEHAVIOURAL SKILLS)
Customer Focus - 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. Contact Centre experience is advantageous but not mandatory.
Attention to Detail - Ability to accurately maintain training manuals and other training documentations ensuring quality assurance requirements are met.
Flexibility - Demonstrated ability to accommodate and adapt to changing needs of the business in a highly pressured working environment. At the same time, proven ability to adhere to set guidelines and process adherence.
Problem Solving - Ability to identify potential problems and identify solutions. Appropriately seeking information from higher source when required.
Positive Attitude - Possession of “natural energy” with a proactive focus.
Due to PCI compliance requirements a police clearance check is required to perform this position.
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.
We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
Our work is guided by our values:
Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.
Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team
Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent
Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
#LI-NL1
#TMAU
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About Us
Recognized three years in a row by Great Place to Work® and named one of People Magazine’s top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.
We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones’ music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.
There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.