FringeTIX Customer Service Casual

The FringeTIX Call Centre casuals work within a large team and will be based in the FringeTIX Call Centre. Successful applicants will be able to demonstrate strong customer service skills and prior experience in a similar customer facing role. Successful applicants will need to be able to provide a high level of customer service to facilitate patron enquiries, ticket sales and exchanges and accessibility bookings both over the phone and via email.

All staff will be required to have a thorough knowledge of the FringeTIX Terms & Conditions, Fringe Guide as well as be familiar with the latest venue information, show changes and Fringe program updates. FringeTIX staff are the first port of call for Adelaide Fringe customers and as such, staff will need to be confident, friendly, patient, eager and ready to assist patrons with their enquiries and sales.

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)

BENEFITS OF WORKING AT ADELAIDE FRINGE

• Employee Assistance Program

• Ongoing training opportunities

• Staff development days and opportunities

• An Adelaide Fringe Membership

• Flexible work environment

• An optional social calendar and events

• Study leave

Adelaide Fringe is a world-renowned, annual arts festival that celebrates culture, place and artists from across the globe. Bringing 8,000+ independent artists far and wide to South Australia, Adelaide Fringe is a destination for culture seekers in search for a hive of activity.

For 64 years, Fringe's innovative and inclusive approach as an open access arts festival has made it a hub for emerging talent, as well as a destination for established artists from around the world. Among the audiences at Adelaide Fringe are hundreds of industry professionals from around the world, scouting for shows to book for future touring. This makes Adelaide Fringe a thriving marketplace for artists as well as a public facing festival.

Adelaide Fringe is a not-for-profit organisation that celebrates diversity and encourages a social cohesion through cultural exchange, bringing people together and providing a platform for artists to share their unique perspectives with a global audience.

Adelaide Fringe's popularity has led to significant growth in ticket sales year-on-year, making it Australia's biggest arts festival and must-visit destination for travellers seeking out cultural experiences.