Job Description

– CUSTOMER ADVOCATE

Location: Melbourne, Australia

Division: Fan Support

Line Manager: Manager of Consumer and Client Support

Contract Terms: Permanent. 38 hours per week

THE TEAM

The Fan Support team is responsible for managing large quantities of customer queries through inbound/outbound calls and via email in a timely and efficient manner. A major priority is to identify customer needs and provide the best solution possible.

THE JOB

The objective of the role of Customer Advocate is to investigate difficult cases referred by the other areas of the company. These will be predominately post event, including those referred by the Contact Centre, Client Managers and other management to ensure successful resolution is achieved which meets, where possible, the requirements of all parties.

Complaint logs are to be kept and recommendations are to be made to the Planning & Operations Manager when circumstances warrant that an internal write off is to occur. These are subject to acceptable by the Operations Manager and final approval from the Finance Operations Director.

Provide assistance to the Fraud Analyst as required. Duties include the following:

• Fraud detection, analysis and management.

WHAT YOU WILL BE DOING

• Receive and respond to customer complaint emails.

• Investigate customer concerns.

• Liaise with client managers and at times promoters to achieve the best outcome for TM and customer.

• Liaise with legal department as required.

• Ensure customers are happy with the outcome wherever possible even through their request may be rejected.

• Complete write off logs, obtain sign off, process right offs each month. Give a copy to finance for reconciliation, file.

• Complete customer complaint log for every complaint received. File.

• Ensure standards are adhered to in responses.

• Other duties as required and directed

• Adhere to quality management, safety and environment company policies

Fraud Analyst and Advocacy Support

• Liaise with customers, banks, credit card issuers and Ticketmaster staff in order to prevent and minimise instances of credit card fraud and to recover monies wherever possible.

• Provide Support to the Fraud Analyst as required reviewing high scoring orders and trends that have been identified by Ticketmaster Fraud Identification online Tool.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

Customer Focus

Ensuring Ticketmaster’s customers’ needs are continually satisfied. Experience in dealing with a range of people from different backgrounds is highly regarded.

Communication

Demonstrating strong communication skills, both written and verbal. Effective listening skills are also paramount. Must enjoy talking with people.

Flexibility

Demonstrated ability to work on a rotational roster and being accommodating and adapting to a changing and highly pressured working environment. At the same time, proven ability to adhere to set guidelines is essential.

Numeracy

Ability to check numerical data entered and be able to identify unbalanced accounts.

Problem Solving

Ability to accurately extract information from customers and find solutions. Appropriately seeking information from higher source when required.

Positive Attitude

Possession of “natural energy” with a proactive focus.

Computer Literacy

Ability to use Windows based computer package and Excel would be highly regarded. Typing skills with high accuracy.

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

EQUAL OPPORTUNITIES

We 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. We will do all that we can to help you successfully balance your work and homelife. 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.

#TMAU

#LI-Onsite
#LI-AK

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.