Call Center Agent

The role of the Call center Agent (m/f/d) is to take an active role in the UEFA Hotline, the change management tool, that is used to streamline all the changes to pre-booked services for staff and guests during the tournament phase itself. 

Reporting to the Senior Central Services Manager, the Callcenter Agent will be part of a dynamic team and will need to work closely with internal stakeholders as well as external suppliers. 

• Start date: 29.04.2024
• End date: 17.07.2024
• Work location: Headquarter Frankfurt am Main

SALARY STRUCTURE

With the following information, we would like to give you an insight into the general conditions and our salary ranges. The salaries we call are based on several criteria, including the project, general responsibility and the required set of skills. This includes the knowledge & skills already acquired in professional work experience as well as verifiable education in terms of a relevant degree or comparable qualification. Our positions are classified and remunerated according to the above criteria. Therefore, the monthly salary for the Assistant position advised here is 3.100 € gross. Please note that over- or underpayment is possible depending on skills and specific experience. A bonus payment as a tournament bonus at the end of the employment is also possible.

Please click here for further information regarding social insurances and taxes in Germany.

LIST OF RELEVANT TASKS & RESPONSIBILITIES

• Staffing the UEFA hotline with a focus on the VIPs/Guests change requests
• Dealing efficiently with all assigned requests
• Liaising with relevant service providers (accommodation, transport, VIP ticketing, etc.) regarding guest and staff requests
• Ensuring that all changes and requests are tracked in the CRM system
• Ensuring that the guest database is always up to date
• Monitoring the guest database for discrepancies
• Providing callers information about their services, the tournament, and official sites
• General assistance for VIPs/Guests on the usage of the VIP Ticket mobile app
• Taking part in the trainings of the Guest Management department
• Communication and liaison with the various internal colleagues for change management related matters
• In case of need, supports his/her colleagues in other duties

REQUIREMENTS

• Less than 1 year experience in a call centre/customer service role within a fast-moving, high-pressure environment
• Less than 1 year experience in working with CRM and database systems
• English (fluent), German and other languages are an asset
• Good understanding of event industry
• IT skills: MS Office (Word, Excel, PowerPoint, Outlook) (Proficient)
• Experience in working with databases
• Service minded and solution-oriented
• Excellent attention to detail
• Able to communicate easily with different cultures and different client expectations
• Able to take initiatives and decisions

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ABOUT US

In 2024, Germany will host the 17th edition of the UEFA European Football Championship. Staging the biggest European sports event provides a unique opportunity for UEFA and DFB to jointly organise a celebration of the best of European Football, on the basis of excellence, sustainability, and passion. This flagship championship aspires to be a role model for other UEFA competitions, as well as leaving strong legacy for the future of European football. EURO 2024 GmbH, joint venture organisation between UEFA Events SA and DFB EURO GmbH, is responsible for the operational planning and implementation of the tournament.

The EURO 2024 GmbH values diversity and strives to be inclusive in everything we do. We aim for everyone to have equal access to our organisation regardless of sex, gender identification, sexual orientation, age, disability, religion, ethnicity, nationality, or any other personal trait. If you have any particular requirements in respect to the recruitment or interview process, please mention this in your covering letter so that we can ensure adaptions are made when there are barriers identified.

Employee benefits

Be part of an unique on-site team and experience the operations in the venue

Contribute to and help shape the staging of Europe's biggest sporting event

Varied and challenging tasks

Working in a unique, exciting and sporty environment

Regular team events

A wide variety of employee benefits