Ticketing Operations Specialist - Cebu

📋 Description

• • Provide day-to-day ticketing support by answering inbound calls from the Call Centre and responding to customer inquiries via email through Zendesk.
• • Assist with technical and operational issues related to Ticketmaster’s ticketing systems, escalating complex cases as necessary.
• • Support event operations planning and execution, ensuring smooth processes during live events.
• • Guide and train Call Centre agents and Box Office cashiers, providing clarity on procedures, systems, and customer service standards.
• • Ensure agents and cashiers are equipped with necessary tools, information, and resources to deliver high-quality service.
• • Assist in developing and implementing processes for inventory management and equipment utilization across operational sites.
• • Address customer concerns and challenges related to ticket sales, pricing, policies, and access.
• • Conduct follow-ups with Event Organizers to resolve operational issues and ensure alignment on event execution.
• • Perform administrative duties including EDM distribution, data verification, report generation, and other tasks delegated by the Operations Manager.
• • Process and monitor billing payments, ensuring accurate recording and timely settlement of financial accounts.
• • Maintain high accuracy in data entry and documentation, adhering to quality assurance standards and PCI compliance requirements.
• • Work flexibly across shifts, including nights, weekends, and holidays, to meet operational demands.
• • Demonstrate resilience and adaptability when managing multiple priorities, shifting deadlines, and high-pressure situations.
• • Adhere strictly to company policies, procedures, and ethical guidelines in all customer and operational interactions.
• • Willingness to undertake nationwide travel to provide on-site operational support, coordination, and event assistance when required.
• • Maintain strong interpersonal skills to build rapport with internal teams, external clients, and customers from diverse backgrounds.
• • Apply strong organizational skills to manage time effectively, meet training deadlines, and align with business objectives.
• • Exhibit a customer-centric approach by consistently prioritizing satisfaction for both internal and external stakeholders.
• • Demonstrate high attention to detail in resolving issues, maintaining records, and ensuring compliance with operational protocols.
• • Uphold self-discipline in following established processes and maintaining professional conduct under pressure.
• • Display ethical behavior and a positive attitude in all workplace interactions.