Company Description
Sports 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 Description
Be 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 accurately and efficiently into the relevant systems.
Provide customers with accurate and relevant information about products, services, and promotions based on their needs.
Educate customers on how to use all online self-service tools.
Drive Improvements Seek constant 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 problems to prevent additional customers from facing the same issues. 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 maintain quality in all 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.
Know individual targets and manage individual performance.
Self-Development Take ownership of your development. Look for opportunities to grow.
Work on an individual career progression plan and manage training plan completion.
Have an overview of required development activities and participate in them as well.
Seek feedback and development activities to improve skills related to the current work.
Support others by creating and providing opportunities for skill-building 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
Specialist Skills & Experience
Essential:
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 support language – German – C1 level (speaking & writing), other languages are a plus
Flexibility and shift work are required
Preferred Experience and Knowledge
Experience in the contact service environment is a preferable advantage
Online gaming experience is a plus
Competencies/Behaviors
FUNCTIONAL COMPETENCIES 1. Empathy 2. Analytical thinking 3. Listening 4. Accuracy 5. Stress Resistance 6. Verbal Communication
FIXED COMPETENCIES 1. Delighting Customers 2. Teamwork 3. Continuous Improvement 4. Integrity
Additional Information
What we offer:
Annual gross salary of 22,000€ + 9.60€/day 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. However you identify, our ambition is to ensure our people across the globe feel valued, respected, and their individuality celebrated.
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