Salary:
NA
Manila
Vacancy Type:
Permanent
06 Jun 2022
Brand:
23 (Entain)
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
 

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.