Job Summary:
JOB DESCRIPTION –
Title: Client Support Specialist
Company: Ticketmaster Ireland
Department: Implementation and Support
Location: Dublin
Reports to: Implementation and Support Manager
Working hours: 37.5 hours per week plus additional time as required
THE TEAM
Ticketmaster has been operating in Ireland since 1997. Recognised as the market leader in ticketing, the business is constantly investing in technology innovation and has a commitment to deliver world class service across the Entertainment, Arts and Sports ticketing sectors. Since launching its website in May 1998, Ticketmaster has established itself as the most popular and trusted destination for tickets North & South. Ticketmaster Ireland is part of Ticketmaster International.
THE JOB
To offer administrative, technical and operational support to our sports clients whilst promoting the highest standards of customer service and maintaining and developing client relationships. Working with some of the country’s largest sporting organisations and their fans, the Client Support Specialist will need to assist in creating, reporting, monitoring, and managing tickets for all of their client events to meet each of their specific needs. Things move at a fast pace in this area, and you will need to be able to work with your colleagues and react to client requests to ensure you are always adhering to agreed SLAs.
WHAT YOU WILL BE DOING
- To assist the team in satisfying, retaining and developing current or future client relationships by ensuring good levels of communication with venues and teams whilst providing system support and query resolution.
- To support the team in creating and managing events while effectively monitoring and managing available ticket inventory with a view to maximising its retail potential.
- To ensure that all event related information is communicated speedily and accurately in a way that ensures that the information is clearly received and easily understood by all relevant parties (internal and external).
- To develop and maintain an in-depth understanding of each client’s business needs.
- To manage and maintain our client’s white label ticketing website platform.
- To communicate with, and assist, our client’s customers who are having issues pre and post purchase.
- To report all client service-related issues to the Implementation and Support Manager whilst ensuring that a high standard of client care is maintained at all times.
- To react in an efficient and courteous manner to client requests whilst adhering to all service level agreements (internal and external).
- To regularly review and update all client information/deal sheets in conjunction with the Implementation and Support Manager to include contractual information and service charges applied therein.
- To develop and maintain effective teamwork within the department, across genres and between the various departments and premises of the Company to include, but not limited to, Sales, Client Marketing, Event Programming and Customer Service teams to ensure that the needs of the client are met.
- To ensure that all event related information is accurate, up to date & accessible across all sales channels prior to on-sale and during the life cycle of each event.
- To attend event day box offices (venue based and ‘green field’ sites) in conjunction with the Operations Managers as directed by the Implementation and Support Manager.
- To promote, and offer, the highest level of customer service standards at all times to both internal and external customers.
- To recognise and embrace the operational requirements of the Account Management Team through a flexible approach towards hours of work and location of duties to include participation in a shift system of work as directed by the Implementation and Support Manager.
- To continuously seek ways in which to improve personal, team and business performance.
- To assist with, and contribute to, the day-to-day administration of the Implementation and Support Team under the guidance of the Implementation and Support Manager.
- To represent the Company, as required, at functions, events, and PR visits whilst ensuring that all business-related topics and agendas are communicated to relevant managers and Directors.
- To undertake any other relevant duties on an ad-hoc basis as they arise.
WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)
- Ticketmaster systems experience is preferable but not required.
- A proven understanding of the ticketing/entertainment industry is preferable but not required.
- Full clean drivers’ licence.
YOU (BEHAVIOURAL SKILLS)
- A highly motivated and conscientious individual.
- Excellent communication, inter-personal and customer care skills.
- Knowledge and interest in sports.
- A pro-active nature to include a flexible approach to hours of work and location of duties.
- Ability to use self-initiative as well as work within a team.
- Excellent time management skills.
- A calm, patient and professional manner.
- Confident in dealing with the general public face to face.
- Good organisational skills, with a high level of attention to detail.
TICKETMASTER 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.
CULTURE
We’re fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one incredible experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of 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.
We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.
Ticketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centres and theatres, Ticketmaster now processes over 500 million tickets. As part of Live Nation Entertainment, the largest live entertainment company in the world, Ticketmaster is traded on the New York Stock Exchange as NYSE: LYV.
Ticketmaster operates in over 30 countries across North America, South America, Europe and Asia Pacific. Overall, the company employs over 6,500 individuals. Ticketmaster was established in Phoenix, Arizona in 1976.
#LI-Hybrid #LI-RL
