Work Ireland, Jobs in Ireland, Employment Ireland

Customer Support @ StubHub

25/05/2018

Job Description

StubHub, an eBay Inc. company, is the world’s largest ticket marketplace. It enables fans to buy and sell tickets to tens of thousands of sports, concert, theatre and other live entertainment events. The company’s unique online marketplace, dedicated solely to tickets, provides all fans the choice to buy or sell their tickets in a safe, convenient, and highly reliable environment. Every order is covered by our FanProtect™ Guarantee. StubHub reinvented the ticket resale market in 2000 and continues to lead it through innovation.Overview: Do you have a passion for music, sports, comedy or theatre? As part of the StubHub team you will be required to provide 1st class customer service to our customer base. Through your own fan experiences and your love for music, sports comedy and theatre you will relate to customers and be able to share their passions for their events. You will be at the forefront of our customer operations and will use the voice of StubHub when dealing with fans and users of the site. A key part of your role will be building relationships and embodying the fun element of the industry or entertainment.

Responsibilities

  • Answer as many quality inbound calls per day as presented and make outbound calls as necessary
  • Assist all inbound inquiries regarding tickets, ticket transactions, and ticket searches for buyers, explaining and researching inquiries as requested
  • Follow up to ensure issues are resolved; maintain comprehensive knowledge of StubHub’s international policies and procedures
  • Up-Sell and Cross-Sell while discussing ticket needs with customers
  • Researching orders and accurately updating information in computer systems
  • Troubleshooting lost event tickets, shipping issues, delivery problems, and ticket replacements in an efficient and timely manner
  • Exceed call centre metrics on a daily basis
  • Partnering to handle time-sensitive customer requests efficiently and effectively
  • Case management ownership through resolution for internal and external customers
  • Providing exceptional levels of service to every customer via phone and email
  • Effectively uses all available technology tools and resources to resolve customer inquiries
  • Develop and maintain knowledge of StubHub operations and their functions in order to direct customers to the appropriate department(s) or work group(s)
  • Develop and maintain a general knowledge of StubHub’s products and services
  • Provide regular feedback and suggestions on issues and procedures
  • Help identify solutions, not just problems
  • Mastery of all StubHub’s systems, processes, and protocols
  • Liaison for StubHub Dublin Customer Solutions to other organizations within StubHub
  • Assist management with implementation of new policies and procedures
  • Ability to complete extensive training for cross training of functions
  • Meet or exceed monthly/quarterly/annual conversion rate and team ticket sales goals
  • Record input from customers into StubHub and eBay tools and systems

 

Requirements

  • Fluent English and German essential. Fluent Spanish, Italian or French a bonus
  • Must be available to work shifts including one day at the weekend
  • Specialized or varied Customer Service/Operations/ Inside Sales / Call Centre experience
  • Demonstrate polished phone etiquette and ability to close business over the phone
  • Maintain professional internal and external relationships that meet our core values
  • Sound understanding of competitive knowledge and industry trends
  • Professional phone skills required
  • Ability to interact with all levels of management
  • Comfort with a high growth company, constant change
  • In depth knowledge of Sports / Music / Theatre and other events
  • Understand granular details of all venues in large market areas
  • Experience with Windows, MS Word, Excel, Outlook, Internet Browsers
  • Aggressive, great attitude, organizational skills and a self-starter
  • High level of energy, commitment and a strong drive to succeed
  • Must have the ability to exercise considerable judgment and discretion in establishing and maintaining good working relationships
  • BA preferred but not required, with equivalent/proven experience

 

Disclaimer: Please note that by applying to this role, you are agreeing to be considered for multiple positions. This is a general description of the qualifications and skills required for positions of this type of role.

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eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.

To apply for this position follow the link. For assistance on arrival in English, Spanish, Italian and French contact our colleagues at EazyCity, www.eazycity.com.

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