Fan Experience Specialist

Job Description

JOB DESCRIPTION – FAN ENGAGEMENT SPECIALIST

Location: Melbourne

Division: Ticketmaster Australia and New Zealand

Line Manager: Head of Fan Experience

Contract Terms: Permanent, 38 hours per week

THE TEAM

The Fan Engagement Specialist is part of the Contact Centre team and works collaboratively with Contact Centre Management team, Client Management, Marketing and the Communications team to detail critical event information and ensure that it is delivered via the most effective channels.

THE JOB

The primary focus of the Fan Engagement Specialist is to provide effective, accurate and timely information to our customers in direct relation to their ticket purchase and events as directed by the Contact Centre Management team. You will provide timely information on all communication channels including Social Media, Email, Help Pages, SMS and phone contact where required. The role also includes making relevant checks to ensure 100% customer contact.

The Fan Engagement Specialist will work closely with internal Ticketmaster teams in order to facilitate efficient turnaround times for the release and distribution of information to both customers and the Contact Centre. This position incorporates actively inviting Ticketmaster Fans to give online reviews via Trust Pilot (and any other platform as required) and monitor these reviews, addressing any major service issues as they arise. The Fan Engagement Specialist will include fan communication and customer service support work as required.

All of the above functions are to be handled in line with Ticketmaster's corporate guidelines, ensuring Ticketmaster's image and brand is maintained at all times.

WHAT YOU WILL BE DOING
• Facilitate the above functions through use of the following software: Zendesk, Microsoft Excel; Ticketmaster List Splitter; Salesforce Marketing Cloud; SMS Broadcast; Sprout and other software as required.
• Working with customer data to ensure that all Fans receive all communications related to their booked tickets and events using appropriate communications software as per above.
• Ensuring all content being communicated to Fans is complete, accurate, and correctly formatted.
• Invite Fans to participate in online reviews via Trust Pilot
• Monitor responses to above and address any major service issues.
• Ensure that Event Variations are handled in a timely manner – this includes handling external communications and handing off in a timely manner to Contact Centre Team to finalise processing of Call Outs etc.
• Ensure altered events are communicated to Contact Centre team via event variation board.
• Assist Contact Centre team in Call Outs if required.
• Liaise with Contact Centre Management team to ensure that event information is being proactively posted to our Help Pages if required, in order to reduce traffic coming into the Contact Centre.
• Liaise daily with the Contact Centre Management team to ensure open communication flows across departments (this includes attending the Daily Briefing Session and Marketing meetings as required).
• Promote a positive working environment for all Contact Centre staff.
• Assist in identifying areas requiring change; develop strategies for improvement and direct to E-Care Team Leader for implementation of these strategies.
• Ensure customer database is maintained by actioning 'opt out' requests.
• Liaise with E-Care Team Leader and Contact Centre Management to ensure Client Management forms are kept updated.
• Take directives from Head of Fan Experience regarding daily requirements and tasks.
• Other tasks as required, inclusive but not limited to Customer Service support.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Computer Literacy

Ability to use Microsoft Office based computer packages including:
• Word
• Excel
• PowerPoint
• Communication

Demonstrating strong communication skills, both written and verbal. Clarity and confidence when presenting. Effective listening skills are also paramount. Ensure needs of Ticketmaster are understood through appropriate communication channels.
• Interpersonal Skills

Ability to relate to people on all levels by quickly establishing rapport
and strength of demonstrating patience.
• Customer Focus

Ensuring Ticketmaster's internal and external customers' needs are continually satisfied.

Experience dealing with a range of people from different backgrounds is highly regarded.
• Organisational Skills

Proven ability to effectively manage time to ensure deadlines and business needs are met.
• Ticketmaster Operational Knowledge

Extensive knowledge of all Ticketmaster's selling and reporting programs and features.
• Problem Solving

Ability to identify potential problems and identify solutions. Appropriately seeking information from higher source when required.
• Results Orientated

Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and applying effective application of effort and resources, combined with passion, belief and energy.
• 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.
• Attention to detail

Ability to accurately maintain training manuals and Contact Centre/Service Centre processes ensuring quality assurance requirements are met.
• Positive Attitude

Possession of ''natural energy'' with a proactive focus.

CULTURE

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.

You would have got a first feel of what it is like working at Ticketmaster through our career site and looking at our Ticketmaster Values. Are you ready to start your journey with us? One of your first stops would be our Going Live Session, our own way of welcoming you to Team Ticketmaster.

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.

Jobcode: Reference SBJ-d87ymx-3-142-196-27-42 in your application.