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 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.
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.