Customer Support Advisor CS UK

Overview

Join to apply for the Customer Support Advisor CS UK - Manila role at myGwork - LGBTQ+ Business Community . This job is with Entain, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Do not contact the recruiter directly. The role focuses on providing 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.

Sports betting, gaming and interactive entertainment are changing, and Entain is leading that change by putting people first and delivering engaging experiences across channels.

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.

• Provide award-winning standard service across all contact channels (voice and non-voice) while maintaining service levels and efficiencies.
• Improve and optimize customer value by maximizing conversion and retention opportunities using company marketing initiatives and the ‘Sales through Service’ mentality.
• Respond across all products and become an expert in at least one area.
• Stay familiar with all marketing initiatives and up-to-date customer support processes.
• Maintain open and transparent communication within the team.
• Proactively escalate issues that could affect the customer experience.
• Provide first-time resolution to customer contacts, considering the commercial value of each contact.
• Escalate complex inquiries to the Senior Customer Advisor and relay outcomes to customers.
• Maintain a Quality & Assurance score that meets or exceeds department KPIs for each period in the annual objectives.
• Perform other duties as assigned and required.

• High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree or equivalent.
• Contact Centre and Customer Service experience is advantageous.
• Fluent in English—written and spoken to an excellent standard.
• Strong attitude and desire to help customers; reliable with a strong work ethic.
• Flexible with work schedules and shift patterns; able to react to company needs.
• Proactive and ‘can do’ approach; able to interact with customers via voice, email and live chat and multi-task.
• Ability to work independently and as part of a team; commitment to delivering quality service.

We may sit on the FTSE100, but we’re the brands customers hold in their hands – and in their hearts. Entain leads in bold directions across betting, gaming and interactive entertainment, supported by a diverse and talented team. We are committed to creating a diverse, equitable and inclusive future and to sustainable business practices.

Our vision is to be the world leader in betting, gaming and interactive entertainment. Diversity and inclusion are key to sustainability and success. We are committed to ensuring everyone feels valued, respected and included, with wellbeing support available through our Well-me programme to support mental and physical health.

We’re a team that loves to play and win together. We support your career goals from day one with opportunities and resources to help you grow within the business. A competitive salary and benefits are part of joining us, along with recognition, development opportunities and an inclusive community where everyone is celebrated for who they are.

• A regular bonus
• Healthcare support
• Development opportunities
• Wellbeing support and more

Should you need any accommodations to the recruitment process, please contact us. Entain is committed to inclusive hiring practices and compliance with applicable recruitment regulations and employment laws in the jurisdictions where we operate.

Location: Manila / National Capital Region, Philippines (Manila-based role).