Job Summary:

JOB DESCRIPTION – CALL CENTER AGENT

Location: Athens, Greece

Division: International Ticketing

Contract Terms: Permanent, Part-time Hours 20hours a week

THE TEAM

You will join a close knit team of four Call Centre Agents based in Athens, working within our International Ticketing division. The team supports customers across multiple events and markets, handling a wide range of enquiries from ticket purchases to event day support.

The team works collaboratively, sharing knowledge and supporting each other during busy on sale periods and peak event times. You will work closely with the Account Manager and Call Centre Supervisor, receiving hands on guidance, clear priorities, and ongoing support to help you succeed in the role.

THE JOB

The call centre agent answers incoming calls from customers to complete orders/selling tickets, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. Satisfying the customers' needs and at the same time maintaining the good reputation of the company are the major call center agent’s responsibilities.

WHAT YOU WILL BE DOING

• Managing large amounts of inbound calls in a timely manner
• Following call center “scripts” when handling different topics
• Handling customer inquiries both by telephone and email
• Researching required information using available resources (websites, manuals etc)
• Managing and resolving customer complaints
• Providing customers with information
• Entering new customer data into system
• Updating existing customer data in order to maintain call centre database
• Processing orders
• Identifying and promoting priority issues
• Routing calls to appropriate resource
• Following up customer calls where necessary
• Documenting all call information according to standard operating procedures
• Other tasks as may be directed by the Line Manager or Supervisor

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Deep knowledge of Ticketmaster (Tickethour) technology to enable support customers.
• Proficient in MS Office products and call centre equipment/software programs.
• Strong attention to detail.
• Flexibility and adaptability as you will be dealing every day with different personalities.
• Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Problem Solving.

YOU (BEHAVIOURAL SKILLS)

• Outstanding verbal communication skills along with active listening
• Ability to multi-task, set priorities and manage time effectively

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.