Service Resolution Representative

About the Role

Join the Service Resolution Team (SRT) at Ticketmaster New Zealand, located in Auckland. This permanent position involves a 38-hour work week on a 7-day rotating roster, including weekends and public holidays. The SRT acts as the final point of contact for resolving fan issues, working closely with multiple internal departments and clients through the Direct to Client program. This dynamic team emphasizes proactive problem-solving to continuously improve customer service and documentation.

Key Responsibilities

• Deliver exceptional service to fans consistently.
• Respond to queries from representatives both locally and internationally.
• Investigate and resolve customer claims and requests.
• Handle complex calls transferred from representatives, resolving them or escalating as necessary.
• Monitor SRT mailboxes and Zendesk queues daily to address customer and internal queries.
• Support Outlet Services operations.
• Collaborate with Supervisors to identify agents needing additional coaching or support.
• Build strong relationships with Client Managers and Clients to improve processes, reduce workload, and enhance fan experience.
• Coordinate with departments such as Marketplace Support, Finance & Fraud, and Knowledge Management to optimize resource use in the Contact Centre.
• Ensure knowledge articles are comprehensive and fan-facing information is accurate.
• Address issues related to account imbalances, refund rejections, and orders affected by outages.
• Take inbound accessibility calls when required by management.
• Assist with Moshtix inquiries and escalations as needed.
• Perform additional duties assigned by management.
• Adhere strictly to quality management, safety, and environmental policies.

Required Skills and Experience

• Preferably familiar with all Ticketmaster applications, though not essential.
• Solid understanding of Ticketmaster’s operations, ecosystem, and general ticketing practices.
• Customer service experience, either face-to-face or telephonic.
• Ability to multitask and meet deadlines in a fast-paced, busy setting.
• Flexibility to work any shift, especially nights and weekends, as part of the rotating roster.
• Adaptability to change and evolving job responsibilities.
• Ability to independently evaluate and solve customer issues.
• Strong teamwork skills to contribute to collective goals.
• Consistently good attendance, productivity, and Quality Assurance standards.
• Willingness to undertake other projects as assigned.
• Must be able to obtain a police clearance due to PCI compliance.

Behavioral Attributes

• Positive and friendly attitude with a proactive problem-solving mindset.
• Inquisitive nature and strong critical thinking abilities.
• Timely decision-making considering immediate and future impacts.
• Strong work ethic with adaptability to business demands.
• Resilient and flexible when facing multiple priorities and rapid changes.
• Passion for delivering outstanding experiences to fans and clients.
• Team-oriented with openness to constructive feedback.
• Motivated to excel and grow in an evolving, fast-paced environment.

Company Culture and Commitment

Working at Ticketmaster New Zealand means joining a part of Live Nation Entertainment, the world’s largest live entertainment company. Our vision is to unite people globally through live events, backed by our leading ticket marketplace and enterprise tools. We champion values including reliability, teamwork, integrity, and belonging. We foster an inclusive, diverse workplace where employees can be authentic and thrive professionally and personally. Equal opportunity is fundamental to our hiring practices; we welcome applicants regardless of gender, race, sexual orientation, religion, age, disability, or caring duties.

Additional Information

All applicants must note that Live Nation Entertainment will never require payment or equipment purchases during the hiring process. Contact will only be made through official company email domains.