Customer Support Advisor (ROAR)GVC

About The Role
Bring your customer-first attitude to GVC as a Customer Support Advisor in Manila. The sheer pace and power of the live events and entertainment you'll be part of has to be experienced to be believed. Play a vital role at the world's largest sports betting and gaming company. You'll be in the thick of the action, making sure our VIP customers enjoy an amazing entertainment experience, every day. For the good of entertainment.
Our portfolio of sports betting and gaming companies includes some of the most well-known brands in the industry, such as Ladbrokes, bwin, and Coral. We have a huge high street presence with an increasing share of online gaming activity. We take our commitment to safeguarding our customers extremely seriously. We make sure they know their limits and we work with them to make sure everyone enjoys our products and services responsibly.
Ready to get involved? Bring your energy to GVC and you'll be in the mix from the start. For the good of entertainment.
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
As a global employer, GVC is committed to providing a motivating and inclusive workplace. 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, we want to hear from you. Our diverse internal networks provide the support for you to Get Involved in GVC life and for you to support others to Do What's Right, all For The Good Of Entertainment.
GVC Holdings

Manila City, Metro Manila
Permanent
Full-time