Service Resolution Representative

Ticketmaster Italia

Auckland, New Zealand
Onsite
Resolve customer issues and requests
Liaise with internal departments
Monitor mailboxes and queues
The Service Resolution Team (SRT) is the ultimate stop for providing solutions for fans, incubating and iterating customer resolutions by liaising with clients and internal departments

Job Summary

  • The Service Resolution Team (SRT) is the ultimate stop for providing solutions for fans, incubating and iterating customer resolutions by liaising with clients and internal departments.
  • The role involves investigating customer claims, accepting problematic calls from representatives, and determining resolutions or escalations, while also monitoring mailboxes and Zendesk queues.
  • You will work closely with Supervisors, Client Managers, and internal departments to improve processes, increase fan experience, and ensure appropriate knowledge articles are available.

Matching Summary

The Service Resolution Team (SRT) is the ultimate stop for providing solutions for fans, incubating and iterating customer resolutions by liaising with clients and internal departments.

Skills & Requirements

Must-have

  • Resolve customer issues and requests
  • Liaise with internal departments
  • Monitor mailboxes and queues
  • Provide high level of service
  • Work rotating roster including weekends

Nice-to-have

  • Proactive problem-solving approach
  • Positive friendly can-do attitude
  • Passion for providing world-class experience
  • Embrace change and adapt
  • Strong critical thinking skills

Key Requirements

  • Customer service background
  • Manage multiple tasks in fast-paced environment
  • Flexibility to work any shift including weekends
  • Ability to exercise basic judgment
  • Good attendance, productivity, and QA scores
  • Police clearance check required

Work Rights

Not specified

Tailored Resume

Cover Letter