Customer Support Associate

• Provide assistance mainly to our existing customers. Queries such as delivery method, delivery timeline, refund process, proper troubleshooting to access tickets, updating personal information in the order such as email address, and shipping address and pick up name for the tickets.
• Cater resending of e-tickets, creating proper alerts to specific departments when it’s needed, coordinate with onshore to contact the seller and sending legal escalation email to designated department when customer made legal threats
• Handle outbound calls for orders with overdue alerts.
• Coordinates with Mapping team to confirm event changes such as schedule, performer, or venue.
• Coordinates with Verification team to get an approval for changes that customer wants to apply on their order if it falls under 24/24/1k rule (order was placed within 24 hours, event will take place in the next 24 hours or if the order total is over $1000)
• Coordinates with QCI for existing investigation of denial of access, legal threats, chargeback results and/or alerts for their department
• Coordinates with Chargeback channel for status/updates of disputes that customer raised through their bank
• Walking customer through our purchase process using our website.
• Transferring calls to designated teams such as sales team, broker team, order fulfillment, QCI, and verification
• Assist customers who are having a hard time getting inside the venue on the day of the event, asking initial questions if customer were denied of entry and creating alert for QCI to follow up and start proper investigation of what happened on the day of the event.

Acquire BPO