This job has expired, please see additional jobs below
Disputes Executive - 12 Month Fixed Term Contract
Live Nation Entertainment
London, , United Kingdom
Job Details - this job has expired, please see similar jobs below
The Disputes Executive will be responsible in assisting the Disputes Manager in responding to buyer and seller disputes in accordance with the GET ME IN! & Seatwave user agreements and company policies by email.
GET ME IN! & Seatwave are part of Live Nation Entertainment, the largest live entertainment company in the world, consisting of four core business areas: Concerts, Ticketing, Artist Nation and Sponsorship & Advertising. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.
WHAT YOU WILL BE DOING
• Monitor and respond to all email queries in line with service level agreements
• Provide clear and decisive response to customer queries and disputes providing documented history to support company policy and procedure.
• Where possible provide customers with ways to resolve their issues themselves.
• To act as a go between and where necessary investigate dispute cases with relevant companies or suppliers. Collate documentation from investigations to be supplied to customers and management as required.
• Confirm refunds for processing to the Customer Service administrator and inform customers accordingly in line with SLA’s.
• Advise Seller Support Team of decisions resulting in a seller not being paid.
• Identify and recommend cases where standard refund requests may not be appropriate but may be exceptional and ensure process is followed for sign off.
• Managing the UPS tracers requests inbox; lost parcels & returns.
• Provide exceptional support to our advisor teams in Manchester & Bulgaria when required via phone, online chat or email.
• To take full ownership of all advisor related issues during each shift and ensure detailed handover for unresolved cases.
• Undertake other duties as required by management
WHAT YOU NEED TO HAVE
• Proven experience in a Customer Administrative role. Experience in a complaints department desired but not essential
• Excellent spoken and written English (spelling and grammar)
• Exceptional follow-through, initiative, attention to detail, as well as problem solving and analytical skills.
• Able to work well under pressure with good time management and multitasking skills
• Strong ability to prioritize and organize workload
• Experience with a ticketing management system or equivalent retail inventory tool
• Experience working in a fast-paced environment
• Strong computer literacy, excellent knowledge of MS Office and be comfortable working on the Internet.
• Ability to effectively work with team members
• Excellent communication and planning skills
BEHAVIOURAL REQUIREMENTS
• You will be accountable for the duties that you carry out, taking ownership and acting accordingly
• You will exhibit a sense of integrity by doing what you say you are going to do and be reliable to members of your direct team and within the department
• You will be present to the needs of your team and help others succeed by working collaboratively with those within and outside the department
• You will communicate clearly and transparently, both orally and in writing with Customers and the wider team
• You will strive for service excellence within the customer service department
• You will innovate by embracing change and developing new ideas