Ticketing Operations Specialist - Cebu

SM Ticketmaster; Manila; On-site; PHP 279,000 - 446,400; Full time

Job summary

SM Ticketmaster is looking for an Operations Executive to join our team in Cebu. This full-time role involves supporting ticketing technology and ensuring seamless operations during events. You will respond to customer inquiries, manage ticket sales processes, and provide on-site support.

The ideal candidate will have strong interpersonal skills, excellent organizational abilities, and a customer-centric focus. Experience with ticketing systems is a plus. Nationwide travel may be required for on-site support.

Qualifications

• Experience with ticketing systems is a plus.
• High attention to detail and problem-solving ability.
• Willingness to undertake nationwide travel for on-site support.

Responsibilities

• Provide day-to-day ticketing support.
• Respond to customer enquiries.
• Plan and manage operations during events.
• Assist new employees training.
• Ensure agents have necessary equipment.
• Handle customer challenges related to ticket sales.
• Process and monitor billing payments.

Skills

Interpersonal skills

Organisational skills

Time management

Data processing

Microsoft Office proficiency

Communication skills

Job description

Role Overview

Division: SM Ticketmaster
Line Manager: Ticketing Operations Manager
Contract Terms: Full Time
Location: Philippines, Seaside Cebu
This role is based on site for our Cebu Operations.

Job Summary

The Ticketing Operations team is key to maintaining strong client relationships, both internal and external. The Operations Executive will support the implementation, support and troubleshooting of Ticketmaster’s ticket technology and assist with operational needs, including Call Centre and Box Office.

Responsibilities

• Answer calls from Call Centre and provide day to day ticketing support as required.
• Respond to customer enquiries via electronic communication.
• Assist with general and technical issues and escalating when necessary.
• Plan and manage operations during events as required.
• Assist the Manager with onboarding and training of new starters.
• Ensure agents and cashiers have the necessary equipment and information to provide service.
• Help develop and implement processes for inventory management and equipment utilisation.
• Handle customer challenges and concerns related to ticket sales and policies.
• Follow up with Event Organisers when required.
• Provide administrative support including EDM, data verification, etc.
• Work under pressure and provide ad‑hoc reports as required.
• Process and monitor billing payments, ensuring accurate recording and timely settlement of accounts.

Technical Skills

• Strong interpersonal skills, quickly establishing rapport and displaying patience.
• Excellent organisational skills and time management.
• Results‑oriented mindset with commitment to targets.
• Proficiency with data processing and Microsoft Office (Word, Excel); typing skills with high accuracy.
• Familiarity with ticketing systems is a plus.
• Strong written and verbal communication; effective listening skills.

Behavioural Skills

• Customer‑centric focus and experience in training diverse teams.
• High attention to detail and problem‑solving ability.
• Flexibility, resilience, and adaptability to changing priorities.
• Self‑discipline and adherence to guidelines and processes.
• Positive ethical behaviour and attitude.
• Police clearance required due to PCI compliance.
• Willingness to undertake nationwide travel for on‑site support.

EQUAL OPPORTUNITIES

We are passionate and committed to our people and create an inclusive environment that encourages applications from all individuals regardless of gender, race, sexual orientation, religion, age, disability status, or caring responsibilities.

Legal Notice

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