Customer Resolution Advisor

Job Description

JOB DESCRIPTION- Customer Resolution Advisor

Location: Manchester, UK

Division: Contact Centre

Line Manager: Team Manager (Contact Centre)

Contract Terms: Permanent

THE TEAM

The main function of the Contact Centre Service Resolution Team (SRT) is to support staff with effectively and efficiently to resolve customer queries at the first opportunity so we can create a fantastic fan experience.

THE JOB

As part of the Service Resolution Team you will provide administrative, information support to the Contact Centre to ensure customer satisfaction and excellent employee performance.

WHAT YOU WILL BE DOING
• Monitor daily the SRT mailboxes and resolve customer queries from clients and internal teams.
• Monitor daily the Querymaster mailbox from Contact Centre staff seeking assistance on complex queries
• Monitor the current emails being dealt with by the Contact Centre staff – offering guidance and support to reach a positive conclusion for the customer. Taking a proactive interest on queries without reply and those with less than 7 days until the event.
• Work closely with the Client Account Managers, and whilst building a relationship, look at ways to improve the AMQ process and reducing the volume coming in
• Manage and maintain the internal information platform (currently TMI) with important event and venue information.
• Liaise with all internal departments Client Account Managers, Team Managers, Team Coaches, and Training and Quality to improve utilisation of information resources for the Contact Centre.
• Consistently seek out new information and respond to updates and feedback to ensure that information is accurate and fit for purpose.
• Work closely with the Contact Centre management and the outsourcing partners with a view to prevent knowledge gaps and ensure we deliver world class customer service to our fans consistently.
• Proactively handle customer contact in accordance with the needs of the business
• Provide reporting on AMQs on a regular basis for the management team.
• Through your line manager, challenge the sources and delivery of information if appropriate to ensure accuracy, relevance and timeliness.
• Undertake other duties as required by management

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Knowledge and Experience of all Ticketmaster applications (desirable not essential).
• Customer service background whether face to face or on the phones.
• Computer literate with knowledge of Microsoft word and excel.
• Educated to GCSE level or equivalent.
• The ability to meet targets and deadlines in a busy, fast paced, dynamic environment.
• Ability to communicate clearly both verbally and written.
• Excellent organisation skills and time management capabilities.

YOU (BEHAVIOURAL SKILLS)
• A positive friendly can do attitude.
• A strong work ethic with the ability to adapt to the demands and requirements of the business.
• The passion for doing a good job for our Customers.
• A team player with a willingness to help.
• The ability to take feedback on board in a constructive manner (remember feedback is a gift!)
• A desire to do well and progress in ever changing fast paced environment

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

Jobcode: Reference SBJ-rb227o-3-17-150-163-42 in your application.