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Job Information
Job title
Customer Relationship Manager
Job grade
Mid Level
Location / Operation
Ticketpro - Johannesburg Gauteng South Africa
Job reports to
Executive Head
Job Purpose

To actively engage with our clients, exceeding their expectations and ensuring all aspects of the customer journey are effectively delivered.


Promoter and Customer Support

  • Resolving Customer and Promoter issues via email and telephone.
  • Assisting the Stadiums Ticket Office.
  • Providing training where needed
  • Cancelling of Transactions & Handling Refunds
  • Providing of Reprint Codes to Merchant.
  • Creating new Post Net store accounts and providing user logins
  • Onsite support for large events
  • Making sales and printing complimentary and consignment tickets for Promoters
  • Manage the relationship with the client base from initial contract through to securing of business which includes effective yield management to maximise revenue, preparing proposals and contracts, ensuring all relevant information is recorded at the booking stage to ensure successful event planning co-ordination later on.
  • Maintain client intelligence using our CRM system while also sharing knowledge of those clients.
  • Managing the yield of the Centre, ensuring we take the right business at the right time and at the right price and therefore maximising revenue and profit opportunities.

Query Management

  • Logging of System Errors
  • Bugs and Fixes follow ups
  • Assisting Tech team by testing new developments

Operational & Event Support

  • Assisting the Operational manager with Process and customer reports.
  • Assisting with Ticket sales and Box office sales on the day of certain events.
  • Overseeing the process and accuracy and assisting with client liaison where applicable on attendance numbers
  • Communication - Follow-up and responding to all event specific phone calls and emails in a professional and courteous manner

Customer Service

  • To offer excellent customer service to all internal and external customers
  • Answering cases
  • To embody the “customer is king” philosophy


  • Overseeing the compilation of post-event reports when required within 60 days
  • Meetings Scheduling ops meetings, site visits, supplier meetings, etc. for the EC to implement


  • Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
  • Demonstrate consistent application of internal procedures
  • Plan and prioritise, demonstrating abilities to manage competing demands
  • Demonstrate abilities to anticipate and manage change
  • Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs


Requirements of the Job
  • Minimum 4 years’ experience in Client Relationship Management role
Minimum qualifications
  • Matric
  • Post Graduate qualification in related field of study
Competencies / Behaviour
  • Excellent planning and organisational skills
  • Time Management
  • Deadline driven
  • Strong Communicator
Behavioural attributes


  • Energy       
  • Passion     
  • Respect for others.
  • Honest and Fair
  • Creativity   
  • Entrepreneurial Orientation
  • Positive Attitude     
  • Courage     
  • Tenacity     
  • Achieves Results    


  • Evaluating problems
  • Investigate Issues
  • Creating innovation
  • Building Relationships
  • Communicating Information
  • Providing Leadership
  • Showing Resilience
  • Adjusting to change
  • Giving Support
  • Processing Details
  • Structuring Tasks
  • Driving success


  • Judgment
  • Strategy
  • Execution and Results
  • Customer centered
  • Talent
  • Planning and Improvement
  • Influence and Communicate
  • Ethics and Compliance
  • Adaptability


Closing date for applications
Sunday, 22 September 2019

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