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Customer Experience Assistant (Fringe HQ)

Applications close: 2025-11-21 (Midnight Adelaide time)

POSITION: Customer Experience Assistant (Fringe HQ) 
LOCATION: Adelaide Fringe Head Office
REPORTS TO: Customer Experience Coordinators
EMPLOYMENT: Casual
START DATE: 9 February 2026 

KEY RESPONSIBILITIES
Customer Support & Service Delivery
  • Provide professional, friendly and timely customer service via phone and email
  • Serve as the first point of contact for general and accessibility enquiries, offering accurate and inclusive support
  • Process ticket sales, exchanges, refunds, vouchers, memberships and merchandise using Red61
  • Support accessibility bookings and assist customers through the access booking process
  • Maintain a strong understanding of the Adelaide Fringe program, venues, show changes, promotions and ticketing policies
  • Respond to customer enquiries and complaints, escalating when necessary and ensuring a positive resolution
Call Centre Operations
  • Help ensure the smooth, day to day running of the Adelaide Fringe Call Centre
  • Participate in shift briefings and keep up to date with real-time changes to shows, venues and services
  • Report any technical or equipment issues promptly to your supervisor
  • Support outbound communication tasks such as contacting customers about show changes or cancellations
  • Maintain a clean, professional and welcoming call centre environment for staff and volunteers
Policy & Compliance
  • Adhere to Adelaide Fringe’s refund and exchange policies, voucher redemption procedures, and accessibility guidelines
  • Follow all Occupational Health, Safety and Welfare regulations and safe working practices
  • Ensure all processes comply with LPA guidelines, PCI obligations and data protection standards
  • Contribute to a positive and supportive team culture by working collaboratively with staff and supervisors

ESSENTIAL / DESIRABLE CRITERIA
Education & Experience
  • Experience in customer service, retail, hospitality or a similar frontline environment
  • Comfortable with phone-based service and multitasking under pressure
  • Desirable: Familiarity with ticketing systems (Red61 or similar) 
  • Desirable: Experience in a festival, arts or events setting
  • Desirable: First Aid and/or CPR certification
Soft Skills & Personal Attributes
  • Friendly, confident and calm under pressure
  • Strong communicator with attention to detail
  • Able to work well independently and in a team
  • Comfortable learning new systems and procedures quickly
  • Enthusiastic about the arts and live event environments 


How to apply

Please ensure you upload a resume and a cover letter outlining your experience and in response to the selection criteria.

APPLY FOR THIS ROLE

View the full position description via the link below.

We strongly encourage applications from First Nations Peoples and welcome applications from those from marginalised groups.

Due to the high volume of applications received we will only contact successful candidates.

Position description (302 KB pdf )