Customer Support Agent

Job Summary:

JOB DESCRIPTION: CUSTOMER SUPPORT AGENT

Location: Brussels

Division: International Ticketing, Customer Service

Line Manager: Fan Support Manager

Contract Terms: Full Time 38 hours per week

THE TEAM

The team provides support to fans and customers regarding ticket purchases, order management, event access, and related inquiries. The team ensures quality customer experience by resolving issues efficiently, answering questions, and acting as a point of contact between customers and event organizers.

THE JOB

As a Customer Support Agent, you will be the first point of contact for Ticketmaster Belgium customers and fans. You will assist customers with questions related to tickets, events, accounts, and payments while ensuring excellent customer experience. You will work closely with internal departments such as Event Operations, Client Support, and Technical Support to resolve issues quickly and professionally.

WHAT YOU WILL BE DOING

• Respond to customer inquiries via email, chat, and phone.

• Assist fans with:

  • ticket purchases

  • mobile tickets

  • refunds and exchanges

  • account-related issues

  • event access and entry questions

• Troubleshoot technical issues related to the ticketing platform.

• Accurately document customer interactions in CRM systems.

• Escalate complex cases to specialized internal teams.

• Stay informed about upcoming events, procedures, and systems.

• Contribute ideas to improve the overall customer experience.

• Handle high-pressure situations during major event on-sales and peak periods.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Previous experience in customer service, helpdesk, or support roles is a plus.

• Familiarity with CRM systems such as Salesforce or Zendesk is an advantage.

• Comfortable working with digital tools and online platforms.

• Strong problem-solving skills.

• Attention to detail and accuracy.

• Fluent in French and Dutch with a good command of English.

YOU (BEHAVIOURAL SKILLS)

• Excellent communication and interpersonal skills.

• Customer-oriented and solution-driven mindset.

• Strong organizational and multi-tasking abilities.

• Ability to remain calm under pressure.

• Passion for music, entertainment, and live events.

• Positive attitude and team-player mentality.

• Flexible availability during busy event periods.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review. #TMBelgium

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.