Customer Service Agent - Portugal (M/F/D) | Lisbon

Company DescriptionWe're Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionizing the gambling space as we go.We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.Key ResponsibilitiesClarifies any doubts/issues related to the company's service and products (sports betting and casino products) and clients' accounts through support channels;Forwards identified issues that deserve to be reviewed by other areas (compliance, finance, product);Approaches site visitors proactively, demonstrating readiness to clarify any questions about their visit;Identifies suspicious behaviors in customer activities;Supports the identification of site issues and reports them to the technical team;Identifies improvement opportunities in the company's service and products;Collects and conveys customer feedback and suggestions;The Middle Junior Agent coaches and mentors the new/junior agents;The Floor Walker Agent (Senior Agent) coaches and mentors the new/junior agents, is responsible/specialist in specific tasks, and assumes the role of team leader when there is none. He is the one who will help other colleagues in real-time during a shift not covered by Team Leader or manager.QualificationsEssential Skills & ExperiencePrevious work experience in Customer Support activitiesEnglish proficiency (Level B2)Strong knowledge of Sports (Football, Tennis, Basketball…)MS Office proficiencyTeam PlayerDesired SkillsStrong knowledge of iGamingCompetencies/BehavioursProactivityCustomer orientationCritical thinkingResilienceComplex problem solvingTeamworkAttention to detailCommunicationDiversity and Inclusion at EntainAs a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates, and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work.
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