Job Summary: JOB DESCRIPTION CUSTOMER CONTACT AGENT Line Manager: Team Supervisor Contract Terms: Permanent, Part Time, 24 hours a week THE TEAM The Contact Centre team are responsible for managing large quantities of customer queries through inbound/outbound calls and via email in a timely and efficient manner. A major priority is to identify customer needs and provide the best solution possible. THE JOB To provide high quality service meeting Ticketmasters standards across all incoming contact center channels, including but not limited to: Outlet Help Desk Customer Care Accessible Sales WHAT YOU WILL BE DOING Answer calls across Customer Service / Outlet Services / Sales as required Respond to customer enquiries via electronic communication Assist outlets with general and technical issues and escalate where necessary Other duties as required and directed WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) Interpersonal Skills - Ability to relate to people on all levels by quickly establishing rapport and displaying patience where necessary.

Organisational Skills - Proven ability to effectively manage time to ensure training deadlines and business needs are met. Results Orientated - Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and effectively applying effort and resources, combined with passion, belief and energy. Numeracy - Ability to check numerical data entered and be able to identify unbalanced accounts.

Computer Literacy - Ability to use Microsoft Office based computer packages including Word, Excel & PowerPoint. Typing skills with high accuracy Communication - Demonstrating strong communication skills, both written and verbal. Clarity and confidence when presenting/training.

Effective listening skills are also paramount. YOU (BEHAVIOURAL SKILLS) Customer Focus - Ensuring Ticketmasters internal and external customers needs are continually satisfied. Experience in dealing with and training a range of people from different backgrounds is highly regarded.

Contact Centre experience is advantageous but not mandatory. Attention to Detail - Ability to accurately maintain training manuals and other training documentations ensuring quality assurance requirements are met. Flexibility - Demonstrated ability to accommodate and adapt to changing needs of the business in a highly pressured working environment.

At the same time, proven ability to adhere to set guidelines and process adherence. Problem Solving - Ability to identify potential problems and identify solutions. Appropriately seeking information from higher source when required.

Positive Attitude - Possession of natural energy with a proactive focus. Due to PCI compliance requirements a police clearance check is required to perform this position. LIFE AT TICKETMASTER We are proud to be a part of Live Nation Entertainment, the worlds largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live.