Ticketing Operations Specialist - Cebu

Job Summary:

JOB DESCRIPTION: TICKETING OPERATIONS

Location: Philippines, Seaside Cebu

Division: SM Ticketmaster

Line Manager: Ticketing Operations Manager

Contract Terms: Full Time

This role is based on site for our Cebu Operations.

THE TEAM

The Ticketing Operations team is key to maintaining a strong and connected client relationship, both internal and external, and plays a critical role in the development and implementation of ticketing strategies to maximize sales and to ensure a smooth operational process during events.

The Operations Executive will work in an environment responsible for the implementation, support and troubleshooting of Ticketmaster’s ticket technology and at the same time assisting with all operational needs as well as the Call Centre/ Box Office.

They will support the Operations Manager in working closely and collaboratively with both external and internal stakeholders, ensuring systems and process are delivered to ensure not only a positive client experience but also positive customer experience.

THE JOB

Primary duties include providing effective operational support across all channels such as the Call Centre and Box Office by providing high-quality service meeting Ticketmaster’s standards.

A key responsibility will be to manage large quantities of customer queries through inbound/outbound calls and via email (Zendesk) in a timely and efficient manner.

A major priority is also to identify customer needs and provide the best solution possible through highly competitive customer service. In addition, the role will also provide a range of coordination and support functions including but not limited to resource management & administration support.

WHAT YOU WILL BE DOING

• 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 and cashiers as required and assist the Manager with onboarding process for new starter training.
• Ensure that agents and cashiers have the necessary equipment and information to provide the service required
• Assist the 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 Operations Manager.
• May process and monitor billing payments, ensuring accurate recording and timely settlement of accounts.

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.

• Willing to undertake nationwide travel to provide on-site support, coordination, and operational assistance when needed.

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.

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Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.