Senior Customer Service Coordinator

  • Customer Service
  • Groningen, Netherlands

Senior Customer Service Coordinator

Job description

We See you! Are you ready for a new challenge in which you can raise the bar in fan experience for millions of fans? Eager to learn all about the fan services 'behind the scenes' of the biggest events? Then keep reading because we are looking for a Senior Customer Service Coordinator!

 

We are See Tickets, the European leader in ticketing! With a healthy dose of enthusiasm and experience, we, all 450 colleagues working from 9 different countries, strive towards a mission. The mission is to create the ultimate fan experience for our customers, whether they are fans of sports, music, theatre, culture or entertainment!


As one of the world's largest ticketing companies, we serve over a thousand clients from festivals to performance venues, sporting events and monuments, including Glastonbury Festival, Tomorrowland and Amsterdam Dance Event. Our state-of-the-art ticketing solution makes millions of fans across the globe excited to purchase their tickets for their favourite events.


As the Senior Customer Service Coordinator, you will motivate and support our dynamic team of Fan Service Agents. As a department, we ensure the fans of our clients receive the best possible service. To get there, we need you to distinguish the right priorities and tasks while also maintaining, guiding and motivating the team and the stakeholders. You use your leadership skills and authority to navigate the fan service team toward success and beyond. Additionally, you nurture and develop today's and tomorrow's coordinators in the field of excellent service, and you support the agents in their development.

Customer Services Department

As the Senior Customer Service Coordinator, you are the eyes and ears of the event in many ways. Feedback from the fans is extremely valuable, and with the right eye, you can differentiate between a successful operation or a possible bottleneck situation.

 

Responsibilities

  • You demonstrate strong leadership and communication skills while also having an all-round energetic and positive attitude;

  • You are always looking for opportunities to optimise day-to-day operations;

  • You determine the priorities before planning and delegating tasks within the department based on capacity and SLAs;

  • You streamline the procedures used by both agents and coordinators to ensure an optimal team dynamic and workflow;

  • You proactively propose improvements and offer support to customer service processes and to the fan's journey;

  • You are the connecting factor between fan services and the client success department, and you participate in operational consultations with different departments and customers.

Requirements

  • You can have a working and thinking level of at least HBO;
  • You are available from 32 - 40 hours a week;

  • You live in or around Groningen;

  • You have excellent oral and written command of the English language (Dutch is a plus);

  • You work efficiently, have an eye for detail and do not lose your focus easily;

  • You think in solutions, and you can analyse and prioritise tasks well;

  • You are a team player, motivator and connector with positivity as your middle name;

  • You have a passion for events;

  • You know your way around software applications such as G Suite, Excel, CRM and other online tools.


What we will offer you:

  • A salary that matches your work experience(s);

  • A laptop of your choice, with which you work most comfortably;

  • A dedicated, versatile and open team in an international organisation;

  • All the essentials: travel allowance from 10 km, pension scheme with a contribution from us, 24 vacation days, career opportunities and training/coaching sessions.

  • The possibility to use our mental health partner; OpenUp;

  • Working from our office in the heart of Groningen;

  • Monthly internal (remote) events and a large company party at least twice a year;

  • We are growing, you are growing with us;

  • The possibility to visit events outside working hours.


See you soon!