Customer Care Officer - Ticketing

Federations & Major Events
Qatar
Full Time
Competitive
23 / 12

The Customer Care Officer coordinates the customer care for General Public and Group Sales Customers, in compliance with the applicable sales strategy and ticketing requirements and regulations. The Customer Care Officer focuses particularly on delivering effective ticketing customer care for the FIFA World Cup Qatar 2022™.

Full description

Key Responsibilities
  • Deliver effective customer care (back office and onsite) processes;
  • Follow effective communication and escalation processes;
  • Perform quality control procedures to ensure that any deviation from the requirements are detected and corrected as soon as possible;
  • Coordinate effective automated and manual case management using CRM system;
  • Coordinate solutions to pro-actively increase productivity of customer care and call centre agents, and maximise customer information and satisfaction;
  • Pro-actively identify and report on patterns and risks, and deliver processes to mitigate them;
  • Liaise with internal and external stakeholders to ensure the relevant customer care records are accessible for legal and financial purposes;
  • Analyse and report regularly on KPIs and the effectiveness of customer care and call centre services, using CRM and other systems;
  • Ensure an efficient administration and archive of all versions of customer care and call centre knowledge base, in all languages;
  • Ensure adherence to specific operational deadlines and compliance with ticketing policies, regulations and GDPR.
  • Any other duties that may be required

Qualifications & Experience

Qualifications

  • Bachelor degree in relevant area, or similar level of education.

Experience:

  • Experience of ticketing projects for major sport events.
  • Coordinating ticketing customer care processes for major sport events.
  • Using CRM for case management and KPI reporting within ticketing projects.
  • Venue and onsite operations experience (for major sports event).

Skills:

  • English fluency – spoken and written (required)
  • Native level of at least one of the following: French, Spanish, German or Arabic.


DIDN'T FIND YOUR IDEAL JOB?

If you didn’t find your ideal job create a job alert and get notified as soon as jobs matching your ambitions go live.

DIDN'T FIND YOUR IDEAL COURSE

If you didn’t find your ideal course create a job alert and get notified as soon as courses matching your ambitions go live.

DIDN'T FIND YOUR TRAINING PROGRAMME?

If you didn’t find your ideal training programme create a programme alert and get notified as soon as programmes matching your ambitions go live.

USERS WHO VIEWED THIS ALSO VIEWED

Official Master’s Degree in Sport Management

The main objective of the Official Master’s Degree in Sport Management is to guide you in your development...
Online

Spectator Services Information & Communication Manager

Spectator Services (SPS) function mission is to make all the FIFA World Cup Qatar 2022 spectators to feel...
Doha

Legal Counsel

On Location is a global leader in premium experiential hospitality, offering ticketing, curated guest...
Paris

Tennis Relations and Event Development Manager

The LTA’s vision is “Tennis Opened Up” and its mission is to make tennis Relevant,...
London

Chief Executive Officer - Netball Queensland

Lead and grow a diverse business including a state sport organisation, professional team and leading venue!...
Brisbane

Manager, Business Development Content (B2B)

On Location is a global leader in premium experiential hospitality, offering ticketing, curated guest...
Paris, France

Service Delivery Coordinator

FIFA and the Qatar LOC has created a new Joint Venture, which will be responsible for the operational delivery...
Doha