Customer Support Advisor Spanish Speaking

2 weeks ago


Manila, National Capital Region, Philippines Betting & Gaming Limited Full time
Customer Support Advisor Spanish Speaking - BetMGM

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.
Specialist Skills and Experience Required
  • Spanish language skills to a business standard
  • English language skills to a business standard
  • Excellent written and verbal skills as well as high interpersonal skill level
  • Calm manner and able to work under pressure and be confident in answering a wide range of customer enquiries
  • Ability to perform well in a multi-task/cultural and ever changing dynamic environment
  • A flexible, creative and driven personality
  • Willingness and flexibility to work in shifts
  • Interest in Sports, Casino and Poker products would be a benefit, relevant training will be provided

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