Job Summary: JOB DESCRIPTION – Fan Support Professional – German-speaking Location: Berlin Division: Fan Support Line Manager: Fan Support Manager DE/AT Contract Terms: Permanent THE TEAM At Ticketmaster, we know exactly what fans want. We are fans ourselves and know how it feels to stand in the front row for Coldplay, to mosh in the mud at festivals or to stand screaming in the fan section at the stadium. Every year, we give fans access to unforgettable live experiences. In doing so, we are on the road to success as the global market leader and are the fastest growing ticketing company in Germany. Our team is a colorful mix and we are all dedicated fans. Diversity and respectful cooperation are very important to us and part of our corporate identity. We welcome everyone who shares our passion for concerts and clubs and who wants to take our company even further. Currently we are looking for reinforcement in the area of customer service. 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! THE JOB 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! WHAT YOU WILL BE DOING + Handle fan comms for Germany and Austria by sending bulk emails to fans on various topics (e.g., cancelled/rescheduled events, event information, security information, public transportation, etc.) – either as a static text or as a data extension with dynamic data points + Liaise with promoter services and promoters in case of special mailing requests or if mailing requests don’t conform to our terms and conditions + Ensure our mailing standards are upheld + Maintain, update and create mailing templates + Provide support for mailing-related requests via other backend tools (e.g., regarding public transportation via our personalization tool) + Process fan contacts via Zendesk and liaise with other departments and promoters to provide solutions for our fans. + Process fan contacts and inform our call center when relevant information changes. + 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). WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS) + Experience working in Fan Support or equivalent. + Experience with a CRM tool (e.g., Salesforce Messenger) preferred. + 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). YOU (BEHAVIOURAL SKILLS) + 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. TICKETMASTER VALUES Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely EQUAL OPPORTUNITIES We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. CULTURE We’re fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you. We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.