Customer Solutions Representative (part-time)

Ticketek Entertainment Group (TEG) is a Fan Experience Group, powered by digital, data, and technology, and united by a shared purpose – We Partner to Make Life Better Live. With the Fan as our Star, TEG brings together Ticketing (Ticketek, Eventfinda), Entertainment (TEG Live, TEG Sport, TEG Experiences), underpinned by Group capabilities (Ovation, Analytics, AI) to create, promote, and power world-class live entertainment.

We know fans are looking for experiences that turn into the stories they tell for the rest of their lives - the shared connections, the memories that stick and the moments that happen when you live life live.

The Role

The Customer Solutions Representative is the frontline ambassador for Ticketek, responsible for delivering extraordinary customer experiences across all contact channels. This role handles inbound and outbound customer interactions across phone, email, and social platforms, ensuring customers receive accurate, timely, and professional support with every interaction. The Customer Solutions Representative works across Ticketek's ticketing systems and CRM to process bookings, refunds, exchanges, and enquiries, while contributing to a collaborative, high-performing team culture.

Please note this is a part time position, rostered Thursday to Saturday 9:00am to 5:30pm.

Requirements:
Outcomes to Deliver

• Exceptional Fan Support: Deliver high-quality inbound and outbound support across phone, email, and social platforms, working towards established KPIs including the number of calls and tickets handled, and the quality and accuracy of the service provided.
• Operational Excellence: Expertly navigate Ticketek’s ticketing systems and Zendesk CRM to manage fan interactions and bookings. You will be responsible for maintaining precise customer account information and ensuring every interaction is logged and documented in alignment with our team standards.
• Seamless Transaction Management: Expertly process refunds and exchanges for cancelled and rescheduled events in accordance with company policy, ensuring fans are supported with clarity and efficiency.
• Collaborative Team Contribution: Contribute to a solutions-focused team culture committed to delivering exceptional outcomes. You will actively support your teammates and share knowledge across the group to ensure a seamless and consistent experience for every fan.
• Brand Ambassadorship: Represent Ticketek and the wider TEG brand with credibility and integrity in every interaction. Communicate with professionalism and style across all levels of business relationships, ensuring both internal colleagues and external fans experience the very best of our culture.

Capabilities to Bring

• Customer Service Experience: Proven experience in a customer service or contact centre role, ideally within ticketing, events, or a related industry, with a demonstrated ability to manage inbound and outbound calls and written enquiries across multiple channels simultaneously.
• Tech & Systems Proficiency: Proficiency working with Zendesk (or similar CRM platforms) and contact centre telephony systems
• Precision & Detail-Oriented: High attention to detail when processing bookings, payments, and customer account information to ensure data integrity and a smooth experience for the fan.
• Adaptable & Calm Under Pressure: Comfortable working in a fast-paced, ever-changing environment with strong time management skills and an ability to manage competing priorities and conflicting deadlines with ease.
• Innovative Problem Solver: A track record of finding practical, innovative solutions with a proactive approach to every challenge.
• Confident Communicator: Excellent written and verbal communication skills across all levels of stakeholder engagement. This includes the ability to ask challenging questions, hold great conversations, and represent the brand with professionalism and style.
• Shared Success Mindset: A strong team player with a genuine commitment to delivering exceptional outcomes for both customers and colleagues.

Other considerations

This is a part time position, rostered Thursday to Saturday 9:00am to 5:30pm.

Benefits:
Here’s a taste of what TEG offers:

• Complimentary event tickets
• Birthday and volunteering leave
• Wellbeing discounts & flu vaccinations
• Paid parental leave & free employee support (EAP)
• Global rewards and recognition
• Learning, development & career pathways
• A diverse, inclusive, and passionate team

Equal opportunities

TEG is an equal opportunity employer committed to embrace diversity, respect, and care for our people and communities.

If there are any adjustments that need to be made to ensure you have a fair and equitable experience in our recruitment process, please advise us when scheduling your interview.

*Only direct applications will be considered. No recruiters please*