Fulfillment Operations Agents

Job description

viagogo is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through viagogo internationally and StubHub, our platform in North America, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available to events around the world annually -- from sports to music, comedy to dance, festivals to theater -- viagogo offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. StubHub is growing and looking for people who want to help us shape how millions buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and, most importantly, a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you’ll thrive in our environment where the rewards are highly motivating. The Fulfillment team is essential to ensure fulfillment on site is accurate and aligned with company priorities. The Fulfillment team is responsible for Integrations, Mobile Transfer Tracking and Tracked Transfer troubleshooting,which are important to the stability of the site and a good customer experience. In this role, we are looking for someone who has high attention to detail, strong written communication, knowledge of the mobile transfer process on multiple platforms and the ability to work in a fast-paced environment. Our main goal is to drive down spending by ensuring our buyers successfully receive their tickets for the event. **About The Team** viagogo/StubHub's Transaction Operations team is an organization comprised of multiple teams that are responsible for everything that happens from the moment you try to purchase a ticket to when you go to the event. Our teams help ensure that buyers can transact safely on our platform, that they receive their tickets successfully once they click ‘buy’ and are able to go enjoy their event. **This Full-Time position may require weekend, holiday, daytime, and/or evening hours.** **This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.** **What You'll Do** - Interact with customers over email and outbound phone calls, where needed. - Educate customers on mobile transfer process and StubHub policies. - Troubleshoot mobile transfer issues including re-transferring tickets, app downloads and general troubleshooting. - Manages incoming mobile transfers on multiple external accounts including Ticketmaster, AXS, Seat Geek, Live Nation etc. - Manages a queue in Customer Service Tool to ensure cases are resolved in a timely manner. - Investigating cases to ensure the correct tickets are transferred to the right buyer. - Providing feedback on mobile transfer processes to help improve the customer experience. - Chat with frontline customer service agents to troubleshoot orders. **What You've Done** - 1 years of experience in a high-volume call center preferred - High School Diploma required - Flexible, adaptable, and able to autonomously handle various tasks with short turn-around times - Maintains high-level of confidentiality - Proficient computer skills, particularly with Microsoft Office; ability to pick up, learn, and adapt tonew technology - Must be comfortable working in a fast paced, stressful environment **Who You Are** - **Analytical Thinking:** Knowledge of Investigations and attention to detail. - **Communication**: Communicates clearly and succinctly (verbal and written) in a variety of settings and styles - **Technical Skills:** Knowledge of the mobile transfer process on multiple platforms. - **Customer Focus:** The commitment to understanding and meeting the needs of customers - **Time Management**: Ability to work in a fast-paced environment with multiple tools. **What we offer** At viagogo, we are proud of our multicultural and vibrant culture, innovative offices, and the newest technologies used. You can be a part of this exciting environment and show your talents. Once part of the team, you will have access to our wide benefits package: - Competitive starting salary - Health package - Continuous training & support - Career progression - Employee Engagement initiatives - Casual dress code - Free parking