Fan Support Agent, French Speaking

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Fan Support Agent - French Speaking - London

Live shows make us feel good. They’re a time to hang with our friends, discover new artists or lose ourselves on a dance floor. We’re on a mission to bring all of this to more fans, more often – and this is where you come in.

We’re looking for a French and English-speaking Fan Support Agent to join our Fan Support team, where you will delight fans and offer exceptional help.

At DICE, you’ll be part of the company that’s redefining live entertainment. It\'s a place where you can be yourself, influence the culture, and create work that you’re proud of.

About The Role

Our only customer is the fan. You’ll be talking directly to fans each and every day, resolving any issues they have with an event. Not only will you be a breath of fresh air to interact with, but you’ll be keeping our fans happy (important) and making sure they get to the show (very important).

You’ll be

  • Helping fans with pre- and post-purchase issues
  • Analysing and resolving complaints
  • Exceeding fan expectations with your empathetic support
  • Tracking proposed solutions and keeping fans in the loop
  • Keeping up-to-date on all things DICE
  • The first point of contact for operational queries

You are

  • Passionate, humble and talented
  • A fan of music and culture
  • An excellent oral and written communicator
  • A creative problem-solver
  • Actively responsible

You need

  • Proven experience in digital customer support or a similar role
  • Proficiency in both English and French - any further spoken languages are a bonus
  • A track record of working in a high-volume environment
  • Flexibility and availability, including holidays and weekends
  • Experience in inspiring team members

Working Hours

  • Flexibility and availability on holidays and weekends will be required
  • Flexible shift patterns, 5 days between Monday and Sunday
  • Must be able to work between 7am - 11pm for 8 hour shifts in order to respond to different time zones

About DICE

DICE is based throughout Europe, North America, Australia and India, and is rapidly growing worldwide. We’re constantly innovating to bring amazing products to fans, artists, venues and promoters.

We know that having a variety of perspectives makes us a better company – it\'s why we strongly encourage members of underrepresented communities to apply. Find out how we\'re creating a more diverse, equitable and inclusive DICE.

Our Benefits

  • Unlimited paid holiday
  • Monthly DICE credits
  • Private health insurance with Vitality with tons of perks
  • Workplace pension with Penfold
  • Coaching and CBT sessions
  • Classpass
  • Summer Fridays
  • Generous parental package
  • Eye Care Vouchers
  • Cycle 2 Work
  • Workplace nursery scheme
  • Season Ticket Loan

We recognise the benefits of hybrid working and want to create the best balance to ensure we can continue working together effectively. For our UK-based team, we have a hybrid work policy of two days in the office and three days from home. The rest of the company comes to the office three days a week but Fan Support often covers later shifts and weekends. Our team anchor day is Monday, but there\'s some flexibility around this - you can chat about this during the interview process.

Application process

Our process usually involves a quick chat on the phone, a task and an interview where you’ll meet the people you’ll work with. We’ll keep you fully informed along the way.

For information on how we use your data, please view our Candidate Privacy Policy.

Seniority level

  • Seniority level

    Entry level

Employment type

  • Employment type

    Full-time

Job function

  • Job function

    Other
  • Industries

    Entertainment Providers

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...