Customer Support Advisor

4 weeks ago

Pasay, Philippines Entain Full time

Overview

Entain Pasay, National Capital Region, Philippines

Customer Support Advisor - UK

Entain Pasay, National Capital Region, Philippines

Job Description

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.

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 through maximizing customer conversion and retention opportunities utilizing company marketing initiatives and the “Sales through Service” mentality.
  • Respond across all products, and become an expert in at least one area.
  • Maintain 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, considering the commercial value of each contact.
  • Escalate complex inquiries to the Senior Customer Advisor and relay outcomes of investigations to customers.
  • Maintain a Quality & Assurance score that meets/exceeds department KPI for each period outlined in annual objectives.
  • Perform any other duties as assigned and required.
Qualifications
  • High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree in any field.
  • Contact Centre and Customer Service experience is an advantage.
  • Fluent in English – written and spoken to an excellent standard (required).
  • A great attitude and desire to help customers; reliable with a strong work ethic.
  • Flexible approach to work schedules and shift patterns; able to react to company needs.
  • A proactive and “can do” approach; confident interacting with customers via voice, email and live chat; able to multi-task.
  • Ability to work independently and in a team; focus on quality of service and going the extra mile.
Additional Information

About Entain: We are a diverse and inclusive employer, committed to DEI and wellbeing. We value diversity and inclusion, sustainability, and the wellbeing of our people through programs such as Well-me. We comply with applicable recruitment regulations and employment laws in the jurisdictions where we operate.

Life @ Entain: We support your learning and career goals from day one and provide development opportunities and competitive compensation.

Benefits may include: regular bonus, healthcare support, development opportunities, wellbeing support, and other rewards for performance.

Should you need adjustments or accommodations during the recruitment process, please contact us.

We do what’s right and strive for a diverse, equitable and inclusive future.

We comply with recruitment regulations and employment laws in the jurisdictions where we operate.

Seniority level
  • Entry level
Employment type
  • Full-time
  • Industries: Entertainment Providers
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