Customer Service Specialist

Customer Service Specialist
Location: Gothenburg, Sweden (hybrid)
Department: Fan Experience
Line Manager: Regional Head of Fan Experience – Northern Europe
Contract Terms: Permanent - Full Time
THE JOB
In this role as Customer Service Specialist, you will help create great solutions and service initiatives to provide excellent fan experience for the ticket buyers of Ticketmaster. Working both independently and in team, you will monitor the operational daily tasks as well as handling new projects and ticket onsales.
WHAT YOU WILL BE DOING
Providing great service for fans, overseeing the fan experience day by day business
Actively participate and where appropriate lead initiatives and projects
Optimize operational processes to the most efficient workflow for our team
Work with team to answer contacts via email, forms, social media
Help implement new processes and products
Maximize performance in line with SLA’s and KPI’s
Handle reporting and gift card inquiries
Troubleshooting and handling payment related disputes
Oversee the provision of an effective help site - ensuring accurate, up to date information is provided to fans
Meet/communicate regularly with the Regional Head of Fan Experience to review and report on strategic direction for the local market



WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS/COMPETENCIES)
Strong written and verbal communications skills and must be fluent in Swedish with strong English skills



YOU (BEHAVIOURAL SKILLS/COMPETENCIES)
Responds with flexibility and resilience when faced with multiple demands, challenges or similar.
Passionate about delivering excellent fans experience
Organized and detail oriented
Team player
Strategic
Beneficial if you have previous experience in working in projects



TICKETMASTER VALUES
Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rTeamworkely on each other to make it happen.
- We believe individual achievement pales in comparison to the level of success that can be achieved by a team
Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent
Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive
EQUAL OPPORTUNITIES
We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
CULTURE
We’re fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s amazing. If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.
We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.
Öppen för alla
Vi fokuserar på din kompetens, inte dina övriga förutsättningar. Vi är öppna för att anpassa rollen eller arbetsplatsen efter dina behov.