Customer Service Representative

Ticketek Entertainment Group (TEG); Greater London; On-site; GBP 15,000 - 18,000; Full time

Benefits offered by this job

23 days annual leave

Birthday leave

Enhanced pension contributions

Sick leave

Family leave

Complimentary tickets

Recognition awards

Employee Assistance Programme

Job summary

Ticketek Entertainment Group (TEG) in London is seeking a Customer Services Representative on a 3-month contract. You will respond to customer queries by phone and email, print and pack tickets, and support event-day operations.

The role requires Zendesk CRM experience, familiarity with Aspect Workforce Management, and strong time management with the ability to meet deadlines. Weekend work may be required.

Qualifications

• CRM experience with Zendesk (ticket routing, macros, queue management).
• Experience with Aspect Workforce Management (scheduling, forecasting).
• Strong time-management with ability to meet deadlines and handle multiple tasks.

Responsibilities

• Respond to customer queries via phone and email.
• Print and pack tickets for upcoming events.
• Provide service delivery reporting as required.
• Collaborate across a broad stakeholder group.
• Event day work, including weekends, as required.

Skills

Customer service

Communication

Time management

Team collaboration

Problem solving

Tools

Zendesk

Aspect

Job description

Ticketek is a global leader in ticketing and technology with 40+ years' experience with ticketing major international events and partnering with the world's premier venues. We put fans and innovation at the heart of everything we do.

An exciting role of Customer Service Representative has become available for someone who has a passion for the events / music industry in our Ticketek UK Customer Services team based in London.

Culturally we are ambitious, innovative, commercial, fast paced environment, where our focus is on our people's strengths and talent. This environment has been key in our success to date - one that is collaborative where our people aspire to exceed.

Every day might look a bit different however it is likely to include customer service, ticket dispatch, event related support. You will have a continuous improvement mindset, deliver timely, efficient, and effective Customer Service and Dispatch services.

The Role

As one of our Customer Services Representatives, you will:

• Respond to customer queries via phone and email
• Print and pack tickets for customers to upcoming events
• Provide service delivery reporting as required
• Be conscious of the customer experience in all that you do
• Collaborate across a broad stakeholder group
• Event day work (including weekend work as required)

The Person

We're looking for someone who:

• Communicates with style and professionalism, across all levels of business relationships
• Is adaptable, able to mould to an ever-changing environment
• Has the ability to problem-solve, both being able to think of, and implement innovative solutions to everyday problems
• Has excellent time management skills with the ability to deal with conflicting deadlines
• Possesses a keen eye for detail
• Is able to quickly establish rapport and develop client relationships
• Is a team player willing to strive to deliver exceptional results
• Has online customer service experience using Meta Business Suite & Trust pilot review platform
• Customer service experience; on the telephone and answering emails and using CRM systems, Zendesk would be ideal

The role is a 3 month contract working October through to the end of December. Working hours Wednesday - Sunday 9:00am - 5:00pm.

At TEG a balanced workforce where everyone belongs, supported by processes and polices which advocate this, is the heart of our strategy. We therefore welcome all suitably qualified candidates, irrespective of gender, identification, disability, marital or parental status, racial, ethnic, or social origin, colour, religion, belief, or sexual orientation.

We want to make sure our recruitment processes are accessible and inclusive for all people. If there's any adjustments that need to be made to ensure you have a fair and equal experience in our recruitment process, please advise us when scheduling your interview.

Please know you must have the right to work in the UK to be considered for this role.

Requirements

Essential experience required:

• Customer Relationship Management (CRM): Experience of using Zendesk (ticketing routing, macro management, queue navigation, and knowledge base administration).
• Workforce & Operations Management: Demonstrated experience with Aspect (Workforce Management, agent scheduling, forecasting, and real time activity tracking).
• Cross Platform Integration: Ability to use Aspect insights to optimize Zendesk ticket handling capacity and queue output

Benefits

Working for TEG

Our people enjoy a wealth of benefits including:

• 23 days annual leave plus Birthday leave
• Enhanced pension contributions, sick and family leave
• Complimentary tickets
• Recognition Awards
• Employee Assistance Programme