Specialist, Ticketing FIFA Football Community Customer Care, FIFA World Cup

Overview

Reporting organizationally to the Ticketing FIFA Football Community Customer Care Manager, the Ticketing FIFA Football Community Customer Care Specialist will help serve Ticketing and Hospitality efforts for the FIFA World Cup 2026™ that for the first time ever, is hosting 48 teams and 1,200+ players across 3 countries and 16 venues. This role will be responsible for the execution of procedures and completion of tasks following the customer care strategies and processes for Group Sales Customers to specifically fulfil all FIFA Football Community ticketing requirements and ensure a smooth and successful ticketing operation for these key FIFA stakeholders.

The Customer Care Specialist must follow the applicable FIFA Ticketing processes, policies and regulations whilst providing support to all FIFA Football Community with ticketing enquiries. Focuses on providing effective ticketing customer care for the FIFA World Cup 2026™.

• 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 Football Community 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 Football Community 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 Football Community
• 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

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)