Job
- Level
- Junior
- Job Field
- IT, Support
- Employment Type
- Part Time
- Contract Type
- Internship / school internship
- Location
- Mainz
- Working Model
- Onsite
Job Summary
In this role, you will handle complex fan and customer inquiries in 2nd Level Support, assist in maintaining the knowledge database, and ensure smooth service operations on game days.
Job Technologies
Your role in the team
- Processing and resolving complex fan and customer inquiries (2nd Level Support)
- Support in maintaining, updating, and quality assurance of the knowledge base in the Contact Center Software (CCS)
- Participation in projects for the further development of the CCS in close coordination with the 2nd Level team management, the 1st Level team leader, and the specialist departments.
- Documentation and analysis of recurring issues to optimize service processes
- Support of the 1st Level team with escalations and specialized inquiries
- Participation in onboarding and training of new team members, temporary staff, and volunteers.
- Operational responsibility in the fan service area on game days (service points, ticket counters, clearing)
- Contact person for special cases and escalations on-site
- Support in the coordination and supervision of volunteers and temporary staff.
- Ensuring smooth operations and high service quality in direct guest contact
- Assistance in organizing the volunteer program and the cross-departmental relief pool.
- Administrative tasks such as scheduling, coordination, and feedback documentation.
- Participation in the training and supervision of volunteers and temporary staff
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Our expectations of you
Qualifications
- Enrolled student in the field of sports economics, sports management, sports science, or a related discipline.
- Proficient in MS Office
- Strong fan and service orientation
- Teamwork, communication skills, and empathy
- Resilience and flexibility, especially on game days (evenings/weekends)
- Solution-oriented work approach and enjoyment in dealing with people
- Willingness to take responsibility for operational tasks
Experience
- Experience with CRM or Contact Center software is desirable.
- Organizational skills and experience in managing events or functions
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What we offer
- Working hours include home game days as well as marketing events and special occasions.
- Close collaboration with 1st Level Support, volunteers, temporary staff, and other departments (e.g., ticketing, marketing, event management)
- Visible role as a direct contact person for fans and visitors
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Job Locations
This is your employer
1. FSV Mainz 05 e.V.
Der 1. Fußball- und Sportverein Mainz 05 e. V ist ein 1905 gegründeter, eingetragener Sportverein aus Mainz. Neben der Fußballabteilung, deren erste Mannschaft in der Bundesliga spielt, hat der Verein noch zusätzlichen Fokus auf Handball- und eine Tischtennis.
Description
- Founding year
- 1905
- Company Type
- Digital Agency
- Working Model
- Onsite
- Industry
- Sports, Leisure
Student work placement in fan and member services, 2nd level support
- Location
- Mainz
- Working Model
- Onsite
- Diversity
- Open for all genders
