Job Position: Ticket Agent Supervisor

Job Summary:

We are seeking a dedicated and experienced Ticket Agent Supervisor to oversee the daily operations of the ticketing department and ensure exceptional customer service is delivered to all passengers.. As a Ticket Agent Supervisor, you will lead and supervise a team of ticket agents, ensure smooth operations, address customer inquiries and concerns, and ensure adherence to company policies and procedures. You will play a key role in maintaining high standards of service while meeting operational goals.

Duties and Responsibilities

• Supervise and manage a team of ticket agents, ensuring that daily tasks and responsibilities are completed efficiently;
• Provide guidance, training, and coaching to ticket agents, promoting high levels of customer service and teamwork;
• Schedule and manage shifts for the ticketing team, ensuring adequate coverage at all times;
• Handle customer inquiries and resolve any issues or complaints in a professional, timely, and effective manner;
• Maintain high standards of customer service at all times and ensure that ticket agents do the same;
• Oversee the ticketing operations, ensuring smooth processing of transactions for tickets, reservations, and other related services;
• Ensure that ticket agents accurately process ticket sales, cancellations, and exchanges in accordance with company guidelines;
• Monitor and track ticket inventory to ensure the availability of tickets and handle any discrepancies or errors in bookings;
• Generate regular reports on ticket sales, customer feedback, and team performance for management review;
• Keep the team up-to-date with changes to policies, systems, or services, ensuring ongoing professional development;
• Address any escalated customer complaints or difficult situations, ensuring they are resolved in a professional and effective manner;
• Troubleshoot any technical or operational issues that arise in the ticketing system and work with the technical team to resolve them;
• Identify any operational inefficiencies or challenges and suggest improvements to management.

Educational Background

• Diploma/Degree in business, hospitality, or a related field is a plus

Work Experience:

• Minimum of 2-3 years of experience in a ticketing or customer service role, with at least 1 year in a supervisory;
• Previous experience working with ticketing systems, reservations software, or similar tools is preferred.

Additional Skills

• Excellent leadership, communication, and interpersonal skills;
• Strong problem-solving skills and the ability to handle difficult situations with professionalism;
• High attention to detail and accuracy, especially when processing transactions;
• Ability to multitask and work under pressure in a fast-paced environment;
• Proficiency in ticketing systems and basic office software (e.g., MS Office);
• A strong customer-focused mindset with the ability to manage both customers and team members effectively.

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