FringeTIX Customer Service Casual

Applications close: 2024-12-19 (Midnight Adelaide time)

KEY RESPONSIBILITIES
  • To maintain the successful running of the Adelaide Fringe Call Centre and Customer Service channels
  • alongside the FringeTIX Box Office and Customer Service Coordinators and Box Office team
  • To undertake tasks involving all aspects of the FringeTIX customer interfaces, including but not limited to emails, phone calls and over-the-counter interactions
  • Act as first point of contact for general and accessibility enquiries and facilitate access bookings.
  • To facilitate the exchange and refund of tickets through our customer facing phone & email channels.
  • To facilitate the sale of FringeTIX tickets, vouchers, Memberships and merchandise through the FringeTIX
  • Call Centre & Box Offices as required, providing an exceptional level of customer service
  • Maintain an in-depth understanding of the Adelaide Fringe Guide, participating venues, promotions and events
  • To be highly proficient with the FringeTIX system – Red61
  • To address customer enquiries and/or complaints (where necessary), providing Adelaide Fringe patrons with the highest level of customer service and satisfactory resolutions
  • Assist with maintaining the operational day-to-day running of FringeTIX and associated customer service areas, including but not limited to:
    • Mailing out of tickets, vouchers and merchandise
    • Assisting with contacting customers in the event of a show change/cancellation as required
    • Adhering to all aspects of FringeTIX ticketing policies – including but not limited to: refunds and exchanges, Fringe Voucher replacement, LPA & PCI Compliance
    • Reporting any equipment faults as soon as practicable to your direct supervisor
    • Assisting, if required, with any internal ticketing needs from other Adelaide Fringe departments
    • Assist with merchandise and other stock take at Fringe locations
    • Assist with maintaining a clean and safe Call Centre environment
  • Observe and follow all Occupational Health, Safety and Welfare regulations and safe working practices
  • Facilitate a safe, friendly and hardworking Call Centre environment that is enjoyable for all FringeTIX staff
  • Undertake all projects and activities as directed by the Executive Director of Marketing Ticketing and Digital Services and Fringe Director & Chief Executive as required
  • Adelaide Fringe may from time to time modify your duties and responsibilities but only to those which you have the skill and competence

ESSENTIAL CRITERIA
  • Previous working knowledge and experience working in an arts organisation with particular emphasis on Box Office and/or call centre work is highly desirable
  • Experience working with the Red61 ticketing platform is desirable but not essential. Full training on the Red61 platform and Adelaide Fringe program and venues will be conducted during the training week
  • Ability to liaise and communicate effectively with a broad range of committed staff and stakeholders, both internal and external to the organisation, in a professional and ethical manner
  • Proven ability to be an enthusiastic team player and to help facilitate an inclusive, hardworking culture within a team
  • High level computer literacy (including Microsoft Word, Excel and Outlook) and competency with ticketing systems (desirable)
  • Excellent time management skills to manage complex tasks and competing deadlines concurrently
  • High level attention to detail for data entry
  • Ability to successfully reconcile a high volume of cash, EFTPOS and Credit Card transactions
  • Availability to work over a seven-day, rotating roster including nights, weekends and public holidays as required
  • Must be available for the training date (w/c 17th February)

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 (705 KB pdf )