Please note this is a Casual opportunity and hours are not guranteed.
Your main responsibilities will be responding to customer queries, processing orders, and troubleshooting issues via a variety of communication channels for example, phone, web chat, email and in person. You will ensure a high level of customer service and efficiency is always delivered.
We offer full training on our ticketing/CRM system Spektrix and development the essential skills you need to excel as a ticketing assistant. We will grow your knowledge of Factory International and our venue Aviva studios to ensure a high level of customer service.
Ticketing Assistant Responsibilties:
- Process public ticket bookings using the ticketing/CRM system and follow approved ticketing procedures
- Work cross-departmentally to process internal ticket requests
- Handle customer correspondence by telephone, live web chat, email and in person
- Accurate customer data collection via the ticketing/CRM system
- Act as the first point of contact in the box office live in-venue at events: issuing ticket reprints and resolving booking issues, ticket collections and customer/guest lists
- Attend regular meetings within both the ticketing team and the wider Factory International team
- General office administration including printing, filing and digital archiving
- Monitor customer experience and actively provide feedback and suggestions to help improve services
- Deliver excellent customer experience at Aviva Studios considering all routes of the customer journey
- Research and feedback on ticketing experience
Ticketing Assistant Person Specification:
ESSENTIAL
- Strong communication skills needed
- Ability to multi-task and work well under pressure
- An understanding of GDPR Compliance
- Experience of handling payments via cash and credit/debit cards
- Willingness to work evenings and weekends as part of a regular working week
- Commitment to championing representation and inclusion at every level of the organisation with a proven ability to work with people from a wide range of backgrounds
DESIRABLE
- Understanding of selling tickets, memberships and other packages within a box office environment
- Experience of ticketing systems and their functionality (our Box office system is Spektrix and training will be given in this system)
- Experience of resolving complex customer service issues and ensuring a positive customer journey
- Awareness of disability access and how they relate to an entertainment venue/visitor attraction
- Excellent IT and system skills – including box office/CRM platforms
- Enthusiasm for a range of arts and culture
- Enthusiasm for training, mentoring and support of emerging talent