Customer Service Representative (3-Month Contract) - Ticketek UK

Ticketek is a global leader in ticketing and technology with 40+ years’ experience in managing major international events and partnering with premier venues. We prioritize fans and innovation in everything we do.

An exciting opportunity for a Customer Service Representative with a passion for the events and music industry has opened up in our Ticketek UK Customer Services team based in London.

Our culture is ambitious, innovative, and commercial, thriving in a fast-paced environment where we focus on leveraging our team’s strengths and talent. This collaborative culture has been instrumental in our success, fostering an environment where everyone aspires to exceed expectations.

Daily tasks may vary but are likely to include customer service, ticket dispatch, and event-related support. You will need a continuous improvement mindset to deliver timely, efficient, and effective Customer Service and Dispatch services.

The Role

As a Customer Service Representative, you will:

• Respond to customer queries via phone and email.
• Print and pack tickets for customers attending upcoming events.
• Provide service delivery reporting as required.
• Ensure a customer-centric approach in all tasks.
• Collaborate with a broad range of stakeholders.
• Assist with event day operations, including weekend shifts as needed.

The Person

We are looking for someone who:

• Communicates with style and professionalism across all business relationships.
• Is adaptable and can thrive in an ever-changing environment.
• Possesses strong problem-solving skills, capable of generating and implementing innovative solutions.
• Has excellent time management skills to handle conflicting deadlines.
• Has a keen eye for detail.
• Can quickly establish rapport and develop client relationships.
• Is a team player committed to delivering exceptional results.
• Has experience with online customer service platforms such as Meta Business Suite and Trustpilot.
• Ideally, has customer service experience using CRM systems, with proficiency in Zendesk being a plus.

Requirements

Essential:

• Experience with Zendesk (ticket routing, macro management, queue navigation, and knowledge base administration).
• Experience with Aspect (Workforce Management, agent scheduling, forecasting, and real-time activity tracking).
• Ability to integrate insights from Aspect to optimize Zendesk ticket handling capacity and queue output.

Benefits

Working for TEG offers a range of benefits:

• 23 days of annual leave plus Birthday leave.
• Enhanced pension contributions, sick leave, and family leave.
• Complimentary tickets.
• Recognition Awards.
• Employee Assistance Programme.