Representative - Service Resolution

Job Summary:
**JOB DESCRIPTION - Representative - Service resolution**

Location: Auckland NZ

Division: Ticketmaster AU-NZ Contact Centers

Line Manager: Manager, Fan Experience

Contract Terms: Permanent, 40 hours per week (if full time)

**THE TEAM**

Ticketmaster is doing something special. We are bringing together a Team of Experts to give our customers an experience unlike any other. We are breaking all the rules and putting customers first.

We see our people as having interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You are constantly evolving, so shouldn't your opportunities be, too?

**THE JOB**

Bring your smarts, individualism, and your passion to the coolest role in customer service today - hands down Being a Service Resolution Team member is about creating experiences that make Fans happy and want to stay longer by building trust through resolution. We will count on you to deliver the Fan experience

We want Ticketmaster to be your career destination. We will partner with you to grow your career by providing ongoing opportunities to put your skills on display and achieve your career goals.

The Work Itself

Supporting Agents and Centre Supervisors as the first point of escalation. Supporting our advanced ticketing offerings, investigating ticketing and account support issues, and assisting with the daily operations in the Contact Centre

**WHAT YOU WILL BE DOING**
- Provide a high level of service to all fans.
- Assist in answering questions from representatives.
- Investigate customer claims to resolve issues/requests.
- First level of escalation, as well as interacting with Ticketmaster clients to resolve customers complaints/problems.
- Accept problematic calls from representatives and determine resolution or need for escalation.
- Other Duties as Assigned

**WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)**
- Manage multiple tasks at the same time.
- You have an excitement about the entertainment industry.
- You have the flexibility to work any shift, including nights and especially weekends. This also includes being a part of the Service Resolution rotating roster.
- Ability to embrace change and adapt as we continue to define this new role.
- Ability to read and follow instructions for specific tasks.
- Ability to exercise basic judgment in identifying and implementing solutions to customer concerns and inquiries with supervision and guidance from supervisors/managers.
- Ability to work as part of a team to achieve individual and team results.
- Complete training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency on company values, organizational requirements, and competencies needed for the Help Desk role.
- Also responsible for other duties/projects as assigned by business management as needed.

**YOU (BEHAVIOURAL SKILLS)**
- **Rock Solid Reliability - Must be able to **earn the trust of clients, co-workers, and fans; by setting clear expectations; delivering high quality work on time and on task. Must be willing to take the time to do things right.
- **Act with Integrity - As a leader **I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.

**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