Sports betting, gaming and interactive entertainment is evolving. We are driving this change by focusing on people. By delivering engaging experiences to a wider audience than ever before. Our goal is to take the lead through innovation, technology, and exceptional talent like yours. At Entain, it's your game, so let's win together.
Job Description
We are seeking an individual who can provide accurate solutions for customers via phone, email, and chat. The ideal candidate will be able to inform customers about our products, services, and promotions while demonstrating ownership and delivering first-class service to exceed customer expectations and drive company growth.
Scope:
New and existing customers who require support with their online gaming activities. Responsibility includes revenue retention and customer satisfaction.
Key Responsibilities:
* Communication: Treat every customer as a friend by being fair, empathetic, and patient. Keep promises and listen carefully to customers' problems.
* Handle customer inquiries, enter customer details accurately into relevant systems, and provide information about products, services, and promotions based on customers' needs.
* Educate customers to use all online self-service tools.
* Drive Improvements: Seek constant improvements to exceed customer expectations and contribute to company growth.
* Proactively suggest improvements to enhance efficiency, productivity, quality, and customer satisfaction.
* Fix root causes of problems to prevent additional customers from experiencing the same issue.
* Work towards simplifying existing processes to reduce effort.
* Performance – Quality, Customer Focus, and Productivity: Be customer-focused, drive productivity, and quality of all tasks to provide first-class service.
* Meet deliverable requirements, quality, and efficiency targets.
* Self-Development: Take ownership of development, look for opportunities to grow, and participate in required development activities.
* Career progression plan: Work on an individual career progression plan and manage training plan completion.
Qualifications:
Middle education degree, PC skills, communication skills (verbal and written), language skills (English, C1 level), flexibility, and shift work.
Preferred Experience and Knowledge:
Experience in contact service environment, online gaming experience.
Functional Competencies:
* Empathy
* Analytical thinking
* Listening
* Accuracy
* Stress Resistance
* Verbal Communication
Fixed Competencies:
* Delighting Customers
* Teamwork
* Continuous Improvement
* Integrity
Additional Information:
Attractive salary + meal allowance + annual bonus, other benefits: hybrid work model; health insurance; birthday off; access to LinkedIn Learning; referral program; protocols with external partners. Great place to be. Awesome team of very knowledgeable & supportive colleagues. Strong focus on personal and professional development, including in-house mentorship and e-learnings.
At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable, and inclusive future - for our people, and the wider global sports betting and gaming sector.