Ticketing General Public Customer Care Analyst
FIFA
2 hours ago
Full-time
On-site
Brazil, Rio de Janeiro
FIFA has established a Local FIFA Subsidiary in Brazil to work together with FIFA Zurich to deliver the biggest women’s sporting event in the world, the FIFA Women’s World Cup 2027™ (“FWWC2027”) that for the first time ever, is hosted in South America in Brazil. Now is your time to be part of the workforce that is creating this unique and unforgettable experience.
Please submit your CV in English, as it will be reviewed by an international team.
Reporting organizationally to the Ticketing CRM Senior Manager and the Ticketing General Public Customer Care Coordinator, the Ticketing General Public Customer Care Analyst will support Ticketing and Hospitality efforts for the FIFA Women's World Cup 2027™.
This role will be responsible for the implementation, monitoring and continuous improvement of the customer care strategies and processes for General Public Customers, ensuring compliance with the applicable sales strategy and the FIFA ticketing requirements and regulations. The Customer Care Analyst focuses particularly on the analysis and performance optimization of ticketing customer care for the FIFA Women's World Cup 2027, with a focus on both national and international clients.
KEY RESPONSIBILITIES
- Support the design and monitor the performance of customer care strategies and processes across all communication channels established (contact forms, call centers, chatbot, emails, etc.), flagging adjustments needed for consistency and effectiveness.
- Support the Customer Care Manager in overseeing outsourced customer care and call center service providers, monitoring service setups and delivery against agreed requirements and service levels.
- Support the design of training content and monitor training completion and effectiveness for customer care staff and call center teams, in line with the sales strategy and FIFA ticketing requirements and regulations.
- Review and validate customer care ticketing processes (back office and onsite) on a sample basis to ensure adherence to standards.
- Monitor adherence to escalation processes across teams and report on deviations for correction.
- Design and implement quality control procedures to detect deviations from requirements early and flag them for timely correction.
- Support the design, implementation and ongoing optimization of automated and manual case management processes within the CRM systems in use.
- Analyze customer care and call center performance data to identify opportunities to increase agent productivity and customer satisfaction, and support the implementation of resulting solutions.
- Proactively identify and report on patterns and risks, and support the design of processes to mitigate them.
- Monitor and report on Customer Care process compliance with FIFA functional area requirements (Legal, Sustainability, Data Protection, Finance, etc.), flagging gaps for resolution.
- Analyze and report regularly on KPIs and the effectiveness of customer care and call center services, using CRM and other systems.
- Coordinate the quality assurance checks performed across the customer care operation and consolidate findings into regular reporting.
- Maintain version control and archiving of the customer care and call center knowledge base, across all languages, ensuring accuracy and accessibility.
- Right to work in Brazil.
- Fluent in English (spoken and written)
- Fluent in Portuguese (spoken and written)
- Ability to re-locate to Rio de Janeiro.
SKILLS FRAMEWORK
ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyse one’s behaviour, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.
DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculate risks, explore alternative solutions, and respond promptly to unforeseen circumstances.
INCLUSIVITY:Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.
INITIATIVE: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.
INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.
LEADERSHIP: Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority / decision-making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.
VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.
EDUCATION & QUALIFICATIONS
Bachelor's or Master's degree or equivalent in relevant areas.
WORK EXPERIENCE
- Experience working within large, multicultural operational structures (in-house staff and external service providers), collaborating toward a shared operational goal.
- Experience supporting Ticketing Customer Care operations on major international sports events, with exposure to recruitment, training and project delivery processes.
- Experience planning, monitoring and analysing ticketing customer care strategies and processes for world-scale projects; prior exposure to International Sports Events, including previous FIFA World Cups, is an advantage.
- Venue and onsite operations experience for ticketing and/or sport events.
- Experience in an analytical or customer care operations role during previous FIFA World Cups or comparable major international sports events is advantageous.
- Strong cross-functional collaboration skills, able to work effectively within multicultural teams.
- Strong communication, analytical and problem-solving skills.
LANGUAGES
Fluent in English and Portuguese, spoken and written.
Spanish and/or additional languages is highly advantageous.
TECHNOLOGY
- Proficient in MS Office (Excel, Word, PowerPoint, Monday) and planning software and online collaboration tools
- CRM software for case management, including automatic and manual management of the cases.
Please submit your CV in English, as it will be reviewed by an international team.
Reporting organizationally to the Ticketing CRM Senior Manager and the Ticketing General Public Customer Care Coordinator, the Ticketing General Public Customer Care Analyst will support Ticketing and Hospitality efforts for the FIFA Women's World Cup 2027™.
This role will be responsible for the implementation, monitoring and continuous improvement of the customer care strategies and processes for General Public Customers, ensuring compliance with the applicable sales strategy and the FIFA ticketing requirements and regulations. The Customer Care Analyst focuses particularly on the analysis and performance optimization of ticketing customer care for the FIFA Women's World Cup 2027, with a focus on both national and international clients.
KEY RESPONSIBILITIES
- Support the design and monitor the performance of customer care strategies and processes across all communication channels established (contact forms, call centers, chatbot, emails, etc.), flagging adjustments needed for consistency and effectiveness.
- Support the Customer Care Manager in overseeing outsourced customer care and call center service providers, monitoring service setups and delivery against agreed requirements and service levels.
- Support the design of training content and monitor training completion and effectiveness for customer care staff and call center teams, in line with the sales strategy and FIFA ticketing requirements and regulations.
- Review and validate customer care ticketing processes (back office and onsite) on a sample basis to ensure adherence to standards.
- Monitor adherence to escalation processes across teams and report on deviations for correction.
- Design and implement quality control procedures to detect deviations from requirements early and flag them for timely correction.
- Support the design, implementation and ongoing optimization of automated and manual case management processes within the CRM systems in use.
- Analyze customer care and call center performance data to identify opportunities to increase agent productivity and customer satisfaction, and support the implementation of resulting solutions.
- Proactively identify and report on patterns and risks, and support the design of processes to mitigate them.
- Monitor and report on Customer Care process compliance with FIFA functional area requirements (Legal, Sustainability, Data Protection, Finance, etc.), flagging gaps for resolution.
- Analyze and report regularly on KPIs and the effectiveness of customer care and call center services, using CRM and other systems.
- Coordinate the quality assurance checks performed across the customer care operation and consolidate findings into regular reporting.
- Maintain version control and archiving of the customer care and call center knowledge base, across all languages, ensuring accuracy and accessibility.
- Right to work in Brazil.
- Fluent in English (spoken and written)
- Fluent in Portuguese (spoken and written)
- Ability to re-locate to Rio de Janeiro.
SKILLS FRAMEWORK
ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyse one’s behaviour, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.
DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculate risks, explore alternative solutions, and respond promptly to unforeseen circumstances.
INCLUSIVITY:Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.
INITIATIVE: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.
INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.
LEADERSHIP: Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority / decision-making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.
VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.
EDUCATION & QUALIFICATIONS
Bachelor's or Master's degree or equivalent in relevant areas.
WORK EXPERIENCE
- Experience working within large, multicultural operational structures (in-house staff and external service providers), collaborating toward a shared operational goal.
- Experience supporting Ticketing Customer Care operations on major international sports events, with exposure to recruitment, training and project delivery processes.
- Experience planning, monitoring and analysing ticketing customer care strategies and processes for world-scale projects; prior exposure to International Sports Events, including previous FIFA World Cups, is an advantage.
- Venue and onsite operations experience for ticketing and/or sport events.
- Experience in an analytical or customer care operations role during previous FIFA World Cups or comparable major international sports events is advantageous.
- Strong cross-functional collaboration skills, able to work effectively within multicultural teams.
- Strong communication, analytical and problem-solving skills.
LANGUAGES
Fluent in English and Portuguese, spoken and written.
Spanish and/or additional languages is highly advantageous.
TECHNOLOGY
- Proficient in MS Office (Excel, Word, PowerPoint, Monday) and planning software and online collaboration tools
- CRM software for case management, including automatic and manual management of the cases.