Customer Support Advisor CS UK

4 weeks ago

Pasay, Philippines Entain Full time

Entain Pasay, National Capital Region, Philippines

Customer Support Advisor CS UK - Manila

Role location: Pasay, National Capital Region, Philippines. The role is eligible for applicants who will provide customer support across multiple contact channels in line with the Sales through Service ethos for the Bingo, Casino and Poker, Sports Betting Interactive and Retail customers.

Responsibilities
  • 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, leveraging company marketing initiatives and the Sales through Service approach.
  • Respond across all product areas and develop expertise in at least one area.
  • Stay familiar with 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.
  • Aim for first-time resolution of 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.
Qualifications
  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, or equivalent.
  • Experience in Contact Centre and Customer Service is an advantage.
  • Fluent in English (written and spoken) to an excellent standard.
  • Strong attitude, reliability, and work ethic; flexible with work schedules and shift patterns.
  • Ability to react to company needs with a proactive, can-do approach.
  • Confidence to interact with customers via voice, email, and live chat, with the ability to multitask.
  • Ability to work independently and as part of a team; commitment to high-quality service.
About Entain

We are a global leader in betting, gaming and interactive entertainment, with brands across the world. We focus on diversity, inclusion, sustainability and wellbeing as part of our core values. We offer a competitive salary and opportunities for development in a supportive, inclusive environment.

DEI and Wellbeing @ Entain We value diversity and inclusion and aim to create an environment where everyone feels respected, heard and empowered. Our Well-me programme supports both mental and physical wellbeing. We are committed to ethical and compliant hiring practices globally.

Life @ Entain

We are a team that loves to play and win together, with a focus on learning and career growth from day one. We offer a competitive starting package and benefits that vary by role and location, including bonuses, healthcare, development opportunities and wellbeing support.

Eligible benefits may include: regular bonus, healthcare support, development opportunities, wellbeing support, and more.

If you require adjustments or accommodations to the recruitment process, please contact us.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.

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