Ticket Administrator - FTC : TicketPro at Blue Label Telecoms

Job Purpose

The responsibilities will be varied and include but are not limited to the following Critical Responsibility Areas. Supports event site ticket sales as needed. Event setup, creation, support and changes as required. Sells and processes ticket orders via mail, telephone, Internet, and over-the-counter. Distributes literature to patrons and answers questions in response to inquiries about shows and events. Assists with cashups of the ticket office, including preparation of cash banks and updating seating charts and event information.

Responsibilities

Administration

• Support CRMs with event set up and assist them wherever possible
• Provide reprint codes upon request
• Cancel transactions where necessary
• Be able to add co-ordinates to generic flashes
• Ensure images are the correct size for our website
• Refund processing & follow up that the customers have been refunded
• Ensure all events are set up correctly - capacity, pricing, ticket types, and event images are correct, events go live correctly and on time
• Ensure Pre-season strategic planning is completed timeously
• Update store changes e.g., business hours, contact details etc. on a regular basis

Client & Customer Management

• Manage the relationship with Partners - (PostNet)
• Build and maintain client relationships
• Phone Support-Sales training and problems, printing collections problems
• Provide stadium and match info as and when needed

Stadium Support

• Stadium Ticket Administrator Support-Assisting with training new staff where necessary

Assist with pre-season setups

• Create events and changes to venue templates Season Ticket allocations and pre-season set ups
• Check and get the approval of all ad-hoc messages
• Provide Onsite support for the first match of the season at some of the stadiums
• Provide onsite support where required
• Create new users, update users and activate expired user accounts etc log any system errors/bugs and log new issues and requests
• Manage all or any changes needed to ticket event setup

Customer Support

• E-mail and phone support-web purchase problems
• Cancel all incorrect transactions
• Attend to all payment queries
• Process refund requests
• Attend to customer complaints (telephonic and email)
• Ensure that collection points are changed
• Follow up on contact details for deliveries
• Ensure that accurate customer details are updated on the system
• Providing information on events, prices, hospitality packages etc

Event Management Support

• Set up events – reserved and unreserved
• Work at events when needed
• Sell tickets as and when required
• Attend to all ticket queries
• Ensure that all tickets are scanned correctly
• Assist with or do cash ups
• Notify the Regional Managers of the distribution for upcoming events

Supplier & Customer Support

• Resolve customer and supplier complaints via email and telephone
• Assist the stadium's ticket office
• Provide reports and stats to the stadiums and venues
• Be available for CIC standby support when required
• Provide reprint codes to merchant
• Ensure reprinting of secure tickets at the supplier level (Postnet)
• Handle all customer refunds
• Provide onsite support for large events authorize credit cards and blocked transactions ensure renewal process loading and operation

Setup and load Packages

• Manage and support cases efficiently and promptly

Query Escalation

• Ensure that all system errors are logged follow up on bugs and fixes
• Attend to new issues found in the back office and front end

Operational & Event Assistance

• Assist the Operational manager with Process and customer reports
• Assist with Ticket sales and Box office sales on the day of certain events
• Communicate with and support the CIC team  

Requirements

Behavioural Competencies

• Plans and aligns
• Collaborates
• Communicates effectively

Technical Competencies

• Verbal Communication
• Computer skills

Education

• Matric

Experience

• Extensive knowledge of Microsoft office with emphasis on Word, Excel, PowerPoint and Outlook - 4 to 6 months