Head of Customer Solutions Job at TEG Pty Ltd AU June 2022

We’re Looking to hire, Head of Customer Solutions Job at TEG Pty Ltd AU June 2022

1. Head of Customer Solutions Job
2. Sydney, New South Wales, Australia
3. Full-Time

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About Company

Your efforts to influence how we communicate with clients and customers will be appreciated at TEG. By providing competitive compensation, perks for employees, and other incentives, we encourage and reward excellent performance in return. If you think this is the right opportunity for you, please submit an application with a cover letter detailing your qualifications for the position and a complete CV.

Ticketek is the premier ticketing partner for the sports and live entertainment industries and manages Australia's most cutting-edge multi-channel ticket sales and distribution network. Ticketek has over 40 years of expertise selling tickets for the largest live events and venues in Australia.

With a market-leading mobile platform that enables users to explore, buy, and receive tickets on their phone through both the mobile site and iPhone app, ticketek.com.au, Australia's top entertainment events website, is a completely digital business. Ticketek also has 114 agency locations around Australia and has a specialised team of call centre agents. Each year, Ticketek sells more than 23 million tickets for more than 20,000 events, including shows, sporting events, plays, musicals, festivals, exhibitions, experience events, and family-friendly activities.

ANZ Stadium, Qudos Bank Arena, Sydney Cricket Ground, Melbourne Cricket Ground, Rod Laver Arena, Hisense Arena, AAMI Park, Her Majesty's Theatre, Blundstone Arena, Suncorp Stadium, Brisbane Entertainment Center, Gold Coast Convention and Exhibition Center, Newcastle Entertainment Center, Canberra Stadium, National Gallery of Australia Canberra, Adelaide Entertainment Centre, Adelaide Oval, Perth Entertainment Centre, and Canberra Stadium are just a few of the top venues in Australia that Ticketek offers ticketing services to. Sydney, Melbourne, Adelaide, Brisbane, Canberra, the Gold Coast, and Perth are the locations of offices for Ticketek Australia. June 2022: Head of Customer Solutions Position at TEG Pty Ltd.

Job Responsibilities

• Lead the Customer Service function to be always engaged and productive including reward and recognition, team functions, 1:1s and development plans, team meetings
• Continuous improvement mindset across all business processes, technology, customer service policies and functions
• Data and analytics on customer inbound/outbound and team metrics
• Automated reporting for business functions and their clients
• Optimisation of all customer service technology including installing and managing system updates and upgrades
• New client builds and set ups
• Respond to complaints and escalations with Government bodies including attending tribunal and representing Ticketek

• Management of business and client KPI’s to drive results
• Stakeholder management of software providers

Job Requirement

• Demonstrated 5 + years of customer service/inbound call centre experience is essential.
• Demonstrated inbound and outbound call centre experience is highly desirable.
• Demonstrated knowledge of operational management within a fast-paced environment.
• An unwavering and visible commitment to customer service.
• Proven ability to develop team capability and capacity while maintaining accountability.
• Proven ability to communicate and engage effectively with colleagues, customers, suppliers, client, partners and other internal and external stakeholders.
• Strong change management capabilities.
• Experience in managing high performance teams across multiple locations
• Capable of managing conflicting priorities and being agile and adaptable to changing landscapes
• Experience in Zendesk preferred
• Experience in Amazon connect preferred.

Apply now