Job Summary:
JOB DESCRIPTION – Fan Experience Professional
Location: Berlin
Division: Fan Experience
Line Manager: Fan Experience Manager DE/AT
Contract Terms: Permanent

THE TEAM

At Ticketmaster, we know exactly what fans want. We are fans ourselves and know how it feels to stand in the front row for Coldplay, to mosh in the mud at festivals or to stand screaming in the fan section at the stadium. Every year, we give fans access to unforgettable live experiences. In doing so, we are on the road to success as the global market leader and are the fastest growing ticketing company in Germany.

Our team is a colorful mix and we are all dedicated fans. Diversity and respectful cooperation are very important to us and part of our corporate identity. We welcome everyone who shares our passion for concerts and clubs and who wants to take our company even further.

Currently we are looking for reinforcement in the area of customer service. If you are a communication talent, keep a cool head when others have long since lost it and still have experience in the field of telephone customer service, you are the right person for us!

THE JOB

As Fan Experience Professional, you work to provide best in class service for our fans. This means addressing customer queries, processing requests, and liaising with other departments and external partners to find solutions. We work to give fans the best possible overall experience. Fans first!

WHAT YOU WILL BE DOING

• Process fan contacts and liaise with other departments and promoters to provide solutions for our fans.
• Processing fan contacts regarding VIP packages, business seats and VIP boxes and informing our call center when information changes.
• Processing fan complaints (i.e. assessing the context and validity of the complaint, liaising with the legal department, if necessary, other departments and formulating complaint-specific responses).
• Dispatching car parking tickets and arena tickets such as business seats etc…
• Creating and sending VIP package information via email
• Maintaining and updating our FAQs by keeping existing content up to date and creating new content as required.
• Reallocations of VIP package seats
• If required, you will be on site at events and take care of our customers' needs (clearing point, box office, guest list).

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Experience working in Fan Experience or equivalent.
• Working knowledge of Microsoft Office (Word, Excel, Outlook, Power Point)
• Fluent in German (spoken and written).
• Good English skills (spoken and written).

YOU (BEHAVIOURAL SKILLS)

• Team player
• Good time management and organisational skills.
• Ability to communicate clearly and precisely in written or verbal form.
• Self-starter, highly motivated.
• Ability to work in a challenging environment.
• Is open to coaching and feedback.
• Ability to work on own initiative, and also as part of a team.
• Ability to work under pressure to meet deadlines.

#LI-AH1 #LI-Hyrbrid