Customer Service Agent - GoTickets - (Offshore)

• →Handle inbound and outbound customer interactions via phone, email, and chat
• →Resolve customer issues on the first contact — no passing the buck
• →Troubleshoot order problems, ticket delivery issues, and billing disputes in real time
• →De-escalate frustrated or upset customers with patience, empathy, and professionalism
• →Use your knowledge of American music and sports to connect with customers on a genuine level
• →Accurately document all customer interactions in the CRM system
• →Collaborate with internal teams when escalation is absolutely necessary
• →Consistently meet or exceed KPIs including CSAT, FCR, and AHT

• 5–7 years of proven call center experience — this is non-negotiable
• Flawless English communication skills — reading, writing, and speaking at a near-native level; accent must be clearly understood by American customers
• Demonstrated ability to resolve issues on one contact without escalation
• Strong real-time problem-solving skills — you think fast, act decisively, and follow through
• Genuine empathy — you can feel what the customer feels and respond accordingly
• Deep passion for and knowledge of American music (artists, genres, tours, venues) and/or American sports (NFL, NBA, MLB, NHL, college sports, etc.)
• Comfortable working US business hours
• Reliable internet connection and professional home office setup

• Experience in ticketing, entertainment, or e-commerce customer service
• Familiarity with CRM platforms such as Salesforce, Zendesk, or similar
• Knowledge of both American music and American sports
• Experience handling high-emotion or high-stakes customer interactions

You are not just a call center agent — you are a fan who helps fans. You know who plays at Wrigley Field. You know the difference between a general admission floor ticket and a VIP package. You get excited when a customer mentions a show you love. You take ownership of every call because you genuinely care about the outcome. You don't transfer, you don't defer, and you don't give up until the problem is solved.

• Must be available during US Eastern or Central Time business hours
• Weekend availability may be required during peak event seasons