Full-timeHire Type: Temporary - FTCWork Type: Full timeCompany DescriptionSports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it's your game. So let's win together.Job DescriptionBe available and provide an accurate solution for customers during the first contact via phone, email, and chat. Keep customers informed about company products, services, and promotions. Demonstrate ownership and deliver first-class service to exceed customer expectations and ensure company growth.Scope:New and existing customers who need support on their online gaming activities. Responsibility for revenue retention and customer satisfaction.Key Responsibilities:Communication:Treat every customer as a friend and demonstrate respect by being fair, empathetic, and patient. Keep the promises. Read and listen to the customer's problem carefully, then answer their question.• Handle a wide range of customers and enter all customer details in an accurate and efficient manner into the relevant systems.• Provide customers with accurate and relevant information about products, services, and promotions based on needs.• Educate customers to use all online self-service tools.Drive Improvements:Seek constantly for improvements to exceed customer expectations and help the company grow.• Proactively suggest improvements to enhance efficiency, productivity, quality, and customer satisfaction.• Fix the root cause of the problem to prevent additional customers from experiencing the same issue. Direct or escalate all parties to take corrective action as needed.• Work towards simplifying existing processes to reduce effort.Performance – Quality, Customer Focus, and Productivity:Be customer-focused, drive productivity and quality of all your tasks to provide first-class service to our customers.• Meet deliverable requirements/service level measures/specific targets, quality, and efficiency targets.• Perform against all key customer service goals.• Understand individual targets and individual performance management.Self-Development:Take ownership of your development. Look for opportunities to grow.• Work on an individual career progression plan and manage training plan completion.• Be aware of required development activities and participate in them as well.• Seek feedback and development activities to improve skills related to current work.• Develop others - create and support opportunities for building skills to execute current and future responsibilities.• Knowledge Development and Sharing: Become an expert with the tools used in the CS team. Share knowledge and findings with team members. Support new team members in their training.Customer Experience:At any time and anywhere, perform activities and display behaviors designed to deliver a distinctive customer experience.Qualifications• Middle education degree• PC skills: Mastery of PC equipment and software (MS Office, Internet searching tools)• Communication skills – verbal and written: Communicates effectively over the phone and in written transactions• Language skills: Mastery of the English language and the language of customer support – French – C1 level (speaking & writing), other languages are a plus• Flexibility and shift work are requiredPreferred Experience and Knowledge:• Experience in the contact service environment is a preferable advantage• Online gaming experience is a plusFunctional Competencies:1. Empathy2. Analytical thinking3. Listening4. Accuracy5. Stress Resistance6. Verbal CommunicationFixed Competencies:1. Delighting Customers2. Teamwork3. Continuous Improvement4. IntegrityAdditional InformationWhat we offer:Attractive salary + meal allowance + annual bonusOther benefits: Hybrid work model; Health insurance; birthday off; Access to LinkedIn Learning; Referral program; Protocols with external partnersGreat place to be. Awesome team of very knowledgeable & supportive colleaguesStrong focus on personal and professional development, including in-house mentorship and e-learningsAt 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. However you identify, our ambition is to ensure our people across the globe feel valued, respected, and their individuality celebrated.
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