Manila
Vacancy Type:
Permanent
Brand:
23 (Entain)
About The Role

About The Role 

We have an opening for a CS Process and Information Management Analyst to join our CS Process and Information Management Team. 

You will be responsible for the whole Process and Information Management workflow for our international Customer Service units as well as information published to our Customers on Help Pages in a dynamic business environment and will be based in Manila.  

The role in a nutshell: 

The CS Process and Information Management team ensures the optimized and fully compliant process, knowledge and information management system for the entire CS organization and all customer segments in order to achieve service objectives by governing the customer interaction related procedures and services. As well as management of Customer facing content. 

 
What you'll be doing: 

  • Accurate recording, maintaining, structuring, classifying and standartizing of CS relevant information 

  • Assurance of availability of CS relevant information and expertise (products, processes, contacts, workflows) according to team’s standards 

  • Responsibility for creation and documentation of CS information and processes for the whole group 

  • Responsibility for creation customer facing information and CS communication guidelines 

  • Responsibility for designing chatbot flows 

  • Identifying and implementing process and tools improvements to improve CS KPI’s and customer satisfaction 

  • Identifying the most common customers queries and improving information available to customers online 

  • Analysing issues and risks 

  • Identifying, collecting and documenting of CS requirements for process and CS tools improvement 

 

What we need from you: 

  • Good understanding of and experience in the field of Customer Service 

  • Profound knowledge of CS processes and understanding of basic CS KPI's 

  • Knowledge and experience working with Zendesk tool 

  • Willingness to acquire detailed knowledge about existing and new products as well as the back-office tools and general CS related topics 

  • Capability to filter and extract relevant information from different sources 

  • Strong analytical skills, high quality awareness, and strong communication skills 

  • Flexibility, stress resistance, and proactive personality 

  • Good time management and prioritization skills 

  • Customer focus approach 

  • Organizational strength to cope with changing requirements and flexibility to meet time demands without loss in quality 

  • Very good English skills, both in speaking and writing; any additional language is a plus

  • Willing to work Thursday to Monday (covering the weekend)

Desired: 

  • Passion for X related topics 

  • Education in information management and/or first experience in this area are an asset  

  • Experience in Project Management      

  • Willingness to travel 

 

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.