Customer Experience Assistant

KEY RESPONSIBILITIES Customer Support & Service Delivery Provide professional, friendly and timely customer service via phone and email Serve as the first point of contact for general and accessibility enquiries, offering accurate and inclusive support Process ticket sales, exchanges, refunds, vouchers, memberships and merchandise using Red61 Support accessibility bookings and assist customers through the access booking process Maintain a strong understanding of the Adelaide Fringe program, venues, show changes, promotions and ticketing policies Respond to customer enquiries and complaints, escalating when necessary and ensuring a positive resolution Call Centre Operations Help ensure the smooth, day to day running of the Adelaide Fringe Call Centre Participate in shift briefings and keep up to date with real-time changes to shows, venues and services Report any technical or equipment issues promptly to your supervisor Support outbound communication tasks such as contacting customers about show changes or cancellations Maintain a clean, professional and welcoming call centre environment for staff and volunteers Policy & Compliance Adhere to Adelaide Fringe’s refund and exchange policies, voucher redemption procedures, and accessibility guidelines Follow all Occupational Health, Safety and Welfare regulations and safe working practices Ensure all processes comply with LPA guidelines, PCI obligations and data protection standards Contribute to a positive and supportive team culture by working collaboratively with staff and supervisors    ESSENTIAL / DESIRABLE CRITERIA Education & Experience Experience in customer service, retail, hospitality or a similar frontline environment Comfortable with phone-based service and multitasking under pressure Desirable: Familiarity with ticketing systems (Red61 or similar)  Desirable: Experience in a festival, arts or events setting Desirable: First Aid and/or CPR certification Soft Skills & Personal Attributes Friendly, confident and calm under pressure Strong communicator with attention to detail Able to work well independently and in a team Comfortable learning new systems and procedures quickly Enthusiastic about the arts and live event environments  Please note, in order to be successful in applying for this role you must be available for the specified training date. No alternative will be available.  Training Day: Wednesday 11th February PAY RATE:  LPA Production & Support Staff Level 3, $34.48 p/h  Benefits of working at Adelaide Fringe: 1 week bonus (post) festival leave for year round staff (in addition to 4 weeks annual leave) Employee Assistance Program 9 day working fortnight for year round staff 2 days of Volunteer Leave for all full year and seasonal salaried staff 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.