FAQs
What is the main function of the Service Resolution Team (SRT)?
The SRT serves as the ultimate stop in providing solutions for clients by directly liaising with them and other internal departments, effectively resolving customer and agent queries at the first opportunity.
What kind of environment does the Service Resolution Representative work in?
The role is in an ever-evolving and often ambiguous environment that demands proactive problem-solving and adaptability.
What kind of experience is required for this position?
A customer service background, whether face-to-face or over the phone, is needed, as well as knowledge of Ticketmaster business operations and general ticketing practices (desirable but not essential).
What are some key responsibilities of the Service Resolution Representative?
Key responsibilities include providing a high level of service to fans, investigating customer claims, managing queries from clients and internal teams, and liaising with multiple internal departments to improve processes.
Are there specific technical skills required for this role?
Yes, candidates should have knowledge of Ticketmaster applications (desirable), the ability to manage multiple tasks in a fast-paced environment, and the ability to exercise good judgment in resolving customer issues.
Is a police clearance check required for this position?
Yes, due to PCI compliance requirements, a police clearance check is required to perform this position.
What kind of shifts are available for this role?
Candidates must have the flexibility to work any shift, including nights and weekends, as part of a rotating roster.
What qualities are important for a Service Resolution Representative?
Important qualities include a positive attitude, strong critical thinking skills, flexibility, resilience, a passion for providing excellent customer experience, and the ability to work well in a team.
Can I apply for this job if I have a disability?
Yes, the company is committed to diversity and inclusion and encourages applications from individuals irrespective of their disability status.
What values guide the work at Ticketmaster?
The work is guided by the values of Reliability, Teamwork, Integrity, and Belonging. These values emphasize support, collaboration, ethical standards, and inclusivity in the workplace.