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Specialist, FIFA Commercial Partners
3 months ago
THE POSITION The main responsibilities of the Ticketing FIFA Commercial Partners & Local Entities Customer Care Specialist for the FIFA World Cup 2026TM include but are not limited to:
- Follow effective customer care strategies and processes across all the established communications channels (email, phone and any other ticketing bespoke systems)
- Execute customer care ticketing processes (back office and onsite)
- Build, manage and maintain successful relationships with all FIFA Commercial Partners & Local Entities whilst resolving enquiries.
- Apply rigorous procedures according to instructions.
- Resolve customer enquiries and requests while adhering to FIFA's guidelines in Legal, Sustainability, Data Protection and Finance
- Produce, administrate and archive the customer care knowledge base
- Issue all necessary ticketing communications as directed
- Present ticketing information and provide training on ticketing processes to FIFA Commercial Partners & Local Entities and other stakeholders both in person and online
- Liaise with internal and external stakeholders to ensure the relevant customer care information is made available, correctly organized and archived
- Execute the assigned tasks in relation to ticket quota and requests allocated to FIFA Commercial Partners & Local Entities
- Follow all communication and escalation processes, pro-actively identifying and reporting on issues and risks and following processes to mitigate them
- Adhere to specific operational deadlines and project plans in compliance with ticketing policies, regulations and GDPR.
Any other duties that may be assigned.
YOUR PROFILE Education & Qualifications
• Bachelor or master's degree or equivalent in relevant area.
Work Experience
• 2+ years successful delivery of B2B Customer Relationship Management (Essential)
• Good numeracy (Essential)
• Excellent communication and relationship management (Essential)
• Event Ticketing/Sports Event Ticketing (Desirable)
• Mobile ticketing application user support and back-end case management (Desirable)
Languages
• Fluent in English, spoken and written (Essential)
• Fluent, spoken and written, in any of the following: French, Spanish, German (Ideal)
Technology
• Proficient in MS Office (Excel, Word, PowerPoint) and online collaboration tools (Essential)
• CRM software/application(s) for case management (Desirable)
• Use of Ticketing applications and tools (Desirable)