Supervisor - Customer Services (Ticketing)

Department : Ticketing

Reports to : Manager - Customer Services (Ticketing)

Role Introduction

The Supervisor - Customer Services (Ticketing) is responsible for managing and overseeing the day-to-day operations of the ticketing customer service team, ensuring the highest levels of customer service are always provided across Kai Tak Sports Park and ensuring the efficient management and delivery of KTSP Box Office and Customer Support services.

Key Responsibilities

• Proactively support the Manager - Customer Services (Ticketing) in all daily operational aspects of the KTSP Call Centre and Box Office, including staff presentation, accurate and efficient administration, office organisation and daily control of the main Box Office sales areas.

• Ensure the Call Centre and Box Office always provide a consistently high level of care and courtesy to customers and visitors and ensure that customer enquiries are responded to appropriately as per KTSP guidelines.

• Manage, support and motivate the team within the Call Centre and Box Office.

• Manage and record all Ticketing related customer service queries, involves tracking and monitoring such queries and producing regular reports on customer queries and response times periodically reviewing the effectiveness of the service and making recommendations for improvements to the Manager - Customer Services (Ticketing).

• Ensure all areas and points of sale are adequately resourced as required.

• Implement quality control measures to ensure the highest levels of customer service are maintained, errors minimized and performance tracked and reviewed.

• Responsible for management of Box Office and Call Centre team, Box Office financial control, reporting, cash handling, the processing of credit/debit card payments and to ensure the banking of cash are strictly controlled and accurately recorded.

• Monitor and review the teams performance, assess training and development needs and plan training sessions accordingly.

• Ensure KTSP ticketing is adhering to PCI compliance regulations and ensure processes are adhered to.

• Sell and promote with enthusiasm all shows/events on sale and any other miscellaneous sales managed by KTSP Ticketing, to ensure a high level of customer service is maintained at all times.

• Have a good understanding of KTSP and its events and being able to advise customers on the best seats/areas for their needs.

• Process ticket sales and reservations reports on demand.

• Ensure all relevant show/event information is appropriately circulated to the KTSP Ticketing team.

• Participate in all aspects of training and development as directed and to use all relevant learning opportunities to improve personal skills to improve the effectiveness and efficiency of service delivery.

• Undertake any other duty commensurate with this post as determined by the Manager - Customer Services (Ticketing).

Requirements

• Minimum 3 years experience within sales / call centre / box office preferably in Events / Venue Management industry.

• Supervisory experience within Ticketed events, Theatre / Concert venue or similar type environment is preferred.

• Knowledge of Box Office Systems.

• Customer service experience within customer focused environment.

• Experience in staff development and training.

• Proficiency in using IT and the ability to use a variety of software packages.

• Effective communication and client liaison skills.

• Sales and Marketing knowledge to deal with customers and effectively with clients.

• Ability to build and lead successful teams, handle pressure, meet demanding targets and work within tight deadlines.

• Commit to on-going personal and team training and development.

• Be self-motivate and can work independently or as part of a team

• With problem-solving and decision-making skills with the use of initiative.

• Able to interpret data and reports to revise strategy and improve quality and effectiveness.

• Good command of spoken and written English and Chinese; ability to speak Putonghua is a definite advantage.
• Commit to and be flexible to work out of normal office hours as determined by the business. This will include working evenings, weekends and Bank Holidays.

Full-time
Personal & Application Information
We are an equal opportunity employer. Data collected will be treated in strict confidence and used for recruitment purpose only. Applicants who are not invited for interviews within 8 weeks may consider their applications.