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Ticketmaster Middle East is part of Live Nation Entertainment, the largest live entertainment company in the world, consisting of four core business areas: Concerts, Ticketing, Artist Nation, and Sponsorship & Advertising.At Ticketmaster Fans come first. We care passionately about our fans interaction with our service channels and as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience.Ticketmaster offers the right person an amazing opportunity to get in on the ground floor of an exciting entertainment company in the United Arab Emirates.THE JOBThe role provides an excellent front-line support to customers (ticket buyers) by resolving problems and queries and utilising appropriate communication methods to ensure first class customer loyalty and brand confidence. You will specialise in providing operational support and guidance to customers that get in contact with us or with whom we need to get in contact with. You will develop, implement and follow processes across our national market in collaboration with our local team.WHAT YOU WILL BE DOING You will build and maintain a positive working culture which promotes the delivery of ServiceExcellence, ensuring the department always provides the highest level of support to ensure customer confidence. You will be a central point of contact for all customers (via email, telephone, in-person) using our platforms as well as identifying and understanding the customers’ needs and requests to drive traffic to our platform. You will provide a centralised resource for operational support to the business, covering our ticketing platform, access control system and all other products and services we offer. You will adhere to all company and departmental processes, policies and procedures.You will handle urgent or escalated customer enquiries and pro-actively suggest compensation for dissatisfied customers. You will drive initiatives within the division to engage with customers to increase retention and satisfaction with our services. You will manage ticket returns as a result of event cancellations or relocation and support the refund process. You will need to regularly report on business performance and tracking of internal KPI’s and attend regular, structured team meetings, setting clear actions, goals and targets. You will from time to time be on site at events to provide box office and customer support services.WHAT YOU NEED TO KNOW Extensive knowledge and experience of Customer Support Services Experience of the Ticketing, Leisure and/or E-commerce Industry Demonstrable project problem analysis/resolution skills Windows Office Suite (Word, Excel, PowerPoint and Outlook)YOUThe following attributes determine how the role will be carried out and are required to be a success: Fluent in Arabic & English (written and verbal) A highly motivated and conscientious individual Develop and maintain working relationships to promote positive and friendly cultureAbility to use own initiative to deal with reactive problems calmly and professionally providing apositive Customer Experience at all times to customers Excellent communication (written and verbal), inter-personal and customer care skillsConfident in dealing with all kind of customers, putting their request and demands in the centre of what you’re doing Display a high level of focus and demonstrates strong attention to detailA pro-active nature to include a flexible approach to hours of work (that may include unsociable hours) and location of duties Ability to use self-initiative as well as work within a team. TICKETMASTER VALUESRock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things rightWinning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of othersAct with Integrity – 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 dialoque; I represent information and data accurately and completelyEQUAL OPPORTUNITIESWe 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. 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.CULTUREWe’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 favorite 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 amazing 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.
