Customer support advisor - betmgmEntain

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.
Qualifications and Educational Requirements
Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor's Degree, any field.
Specialist Skills and Experience Required
Contact Centre and Customer Service Experience - an advantage
Fluent in English - written and spoken to an excellent standard - a must
A great attitude and desire to help our customers
Reliable with a strong work ethic
A flexible approach to work schedules and shift patterns
Able to react to company needs
A proactive and 'can do' approach
Confidence to interact with customers through a variety of communication methods including voice, email and live chat with the ability to multi-task
Can work independently and within a team
Quality of service and going the extra mile is at the heart of your service approach
Additional Information
Not Specified
About The Company
We're Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together. Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people's lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment.
Diversity and inclusion at Entain
As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference.
Wellbeing at Entain
We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.
Entain

Manila City, Metro Manila
Permanent
Full-time