Location:
Manila
Vacancy Type:
Permanent
30 Sep 2021
Brand:
16 (Ladbrokes)
About The Role
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.
 
Role Purpose:

To provide the best possible reactive and proactive customer support using the ‘Sales through Service’ ethos for the Bingo, Casino and Poker, Sports Betting Interactive and Retail customers across multiple contact channels.

Key responsibilities

  • Provide award winning standard service across all contact channels as required through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies.
  • Improve and optimize customer value through maximising customer conversion and retention opportunities utilising company marketing initiatives and the ‘Sales through Service’ mentality
  • Be able to respond across all products, but become an expert in at least one area
  • Ensure familiarity with all marketing initiatives and up-to-date customer support functions and processes
  • Maintain open and transparent communication within the team
  • Proactively escalate any issues that would affect the customer experience
  • Provide first time resolution to customer contacts, taking into account the commercial value of each contact.
  • Escalate customer complex enquires to the Senior Customer Advisor and relay outcomes of investigations to customers.
  • Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives.
  • Perform any other duties as assigned and required.
Qualifications and Educational Requirements
  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.
Specialist Skills and Experience Required
  • Contact Centre and Customer Service Experience – an advantage
  • Fluent in English – written and spoken to an excellent standard – a must
  • A great attitude and desire to help our customers
  • Reliable with a strong work ethic
  • A flexible approach to work schedules and shift patterns
  • Able to react to company needs
  • A proactive and ‘can do’ approach
  • Confidence to interact with customers through a variety of communication methods including voice, email and live chat with the ability to multi-task
  • Can work independently and within a team
  • Quality of service and going the extra mile is at the heart of your service approach
 
Additional Information

Thanks Joela.

 

Cynch - let's go for 20 as recommended.

 

 

Kind regards,

 

Kellie Warner

Director of Customer Operations

About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the space as we go. We’re specialists in safer gambling and the company that is at the forefront of responsibility.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

As 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. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

Wellbeing at Entain

We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.
 

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.