Call Center Agent

Job Summary:Call Center Agent-THE JOBThe call centre agent answers incoming calls from customers to complete orders/selling tickets, answer inquiries and questions, handle complaints, troubleshoot problems and provide information. Satisfying customers' needs and at the same time maintaining the good reputation of the company are the major call center agent’s responsibilities.WHAT YOU WILL BE DOINGManaging large amounts of inbound calls in a timely mannerFollowing call center “scripts” when handling different topicsHandling customer inquiries both by telephone and emailResponding in writing to requests from help desk (Zendesk) & social mediaResearching required information using available resources (websites, manuals etc) etc.Managing and resolving customer complaintsProviding customers with informationEntering new customer data into systemUpdating existing customer data in order to maintain call centre (Call Center) databaseProcessing ordersIdentifying and promoting priority issues to the Account Management teamRouting calls to appropriate resourceFollowing up customer calls where is necessaryDocumenting all call information according to standard operating proceduresOther tasks as may be directed by the Line Manager or SupervisorWHAT YOU NEED TO KNOW (OR TECHNICAL REQUIREMENTS)1 year experience on Call CenterDeep knowledge of Ticketmaster (Tickethour) technology to enable support customersProficient in MS Office products and call centre (Call Center) equipment/software programsStrong attention to detailFlexibility and adaptability as you will be dealing every day with different personalitiesCustomer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Problem SolvingBachelor's degree in Customer Service or a related field (desired)YOU (BEHAVIOURAL REQUIREMENTS AND LINK TO TICKETMASTER PRINCIPLES)Outstanding verbal communication skills along with active listeningAbility to multi-task, set priorities and manage time effectivelyTicketmaster, Live Nation Entertainment, will be closed for a couple of weeks during the year-end holiday break, with operations resuming in the New Year. Please don’t be disheartened if we do not respond to you during this time, we will be in touch upon our return!