Fan Support Professional, Live Nation
German Speaker
Entertainment events promoter and producer
Open for applications
Entertainment events promoter and producer
1001+ employees
Open for applications
1001+ employees
Company mission
Live Nation's mission is to help live music fans more easily and quickly find concert tickets and information about their favourite artists and venues.
Role
Who you are
- If you are a communication talent, keep a cool head when others have long since lost it and have experience in the field of customer service, you are the right person for us!
- Experience working in Fan Support or equivalent
- Experience with Zendesk is a bonus
- Working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Fluent in German (spoken and written)
- Good English skills (spoken and written)
- Team player
- Good time management and organisational skills
- Ability to communicate clearly and precisely in written or verbal form
- Self-starter, highly motivated
- Ability to work in a challenging environment
- Knack for precise work
- Is open to coaching and feedback
- Ability to work on own initiative, and also as part of a team
- Ability to work under pressure to meet deadlines
What the job involves
- Line Manager: Fan Support Manager DE/AT
- As Fan Support Professional, you work to provide best in class service for our fans
- This means addressing customer queries, processing requests, and liaising with other departments and external partners to find solutions
- We work to give fans the best possible overall experience. Fans first!
- Process fan contacts via Zendesk and liaise with other departments and promoters to provide solutions for our fans and inform our call center when relevant information changes
- Liaise with promoters regarding various fan requests (e.g., ticket reprints esp. for time-sensitive events, good will cancellation requests)
- Process fan contacts revolving around the fan’s account (e.g., access issues, amending account data, and account deletion)
- Process requests regarding ticket personalization changes for those cases where tickets or orders are personalized
- Process requests about gift cards – gift cards can be purchased through a variety of platforms
- Process requests about newsletters (i.e., subscribing and unsubscribing fans upon request)
- Process payment disputes raised through the payment providers PayPal and Klarna
- Maintain and update our FAQs by keeping existing content up to date and creating new content as required
- If required, you will be on site at events and take care of our customers' needs (clearing point, box office, guest list)
Our take
Live Nation is the world's leading live entertainment company, sitting at the top of the market in live events and ticketing. Formed in 2009, it is a major international company, with key business segments made up of concerts, ticketing, and sponsorship and advertising.
Despite its dominant position in the market, the company saw an 84% drop in revenue during 2020 and the closure of live events. Since then, however, demand has been stronger than ever for their ticket sales. This is a reflection that live events remain a clear priority for consumers and has been further reflected in Live Nation's acquisitions of companies - like Goodlive - that complement and bolster Live Nation's portfolio.
In addition to live events, a key area to watch for Live Nation will be the rise of online concert streaming, like that undertaken by competitors such as Driift. Major festivals such as Glastonbury have trialled online concerts with mixed reviews. If it proves successful, this could be a major new section of the entertainment market and a big potential part of Live Nation's future ventures.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Company benefits
- Unlimited paid time off policy
- Work from home opportunities
Company HQ
Barbican, London, UK
Leadership
Michael Rapino
(President and CEO, not founder)They worked for 10 years in various marketing and entertainment capacities at Labatt’s Breweries of Canada. They held several roles at Clear Channel Communications, including President and CEO of Global Music. They were named CEO and President of Live Nation in 2005.
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