Entain is one of the world's largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral.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.ScopeNew and existing customers who need support on their online gaming activities. Responsibility for revenue retention and customer satisfaction.Key Responsibilities:CommunicationTreat every customer as a friend and demonstrate respect by being fair, empathetic, and patient. Keep promises. Read and listen to the customer's problem carefully, then answer their questions.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 to use all online self-service tools.Drive ImprovementsSeek 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 issues to prevent additional customers from experiencing the same problems. Direct or escalate all parties to take corrective action as needed.Work towards simplifying existing processes to reduce effort.Performance – Quality, Customer Focus, and ProductivityBe customer-focused, drive productivity and quality of 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-developmentTake ownership of your development. Look for opportunities to grow.Work on an individual career progression plan and manage training plan completion.Maintain an overview of required development activities and participate in them.Seek feedback and development activities to improve skills related to current work.Develop others by creating and supporting opportunities for building skills to execute current and future responsibilities.Knowledge Development and Sharing: Become an expert with the tools used in the Customer Service team. Share knowledge and findings with team members. Support new team members in their training.Customer ExperienceAt any time and anywhere, perform activities and display behaviors designed to deliver a distinctive customer experience.Minimum RequirementsMiddle 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 required.Preferred Experience and KnowledgeExperience in the contact service environment is a preferable advantage.Online gaming experience is a plus.Functional CompetenciesEmpathyAnalytical thinkingListeningAccuracyStress ResistanceVerbal CommunicationFixed CompetenciesDelighting CustomersTeamworkContinuous ImprovementIntegrityWhat We Offer:Attractive salary, meal allowance, and 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.Can't find a role that fits right now? Connect with our talent community, and we'll keep you updated on new opportunities that match your interests, upcoming events, and stories from our team.
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