Customer Support Advisor UK - Manila

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 nonvoice) whilst 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
• Be able to respond across all products but become an expert in at least one area
• Ensure familiarity with all marketing initiatives and uptodate 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 :

• Must possess a High School Diploma Vocational Diploma / Short Course Certificate Bachelors Degree any field.
• 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 multitask
• 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 :

About Entain

We may sit on the FTSE100 but for millions of customers worldwide were the brands they hold in their hands and heart. As the home of household names like Ladbrokes Foxy and PartyPoker to name just a few we elevate lives with moments of excitement. And right now were elevating ourselves above the competition. Were leading the industry in bold new directions and its our diverse and talented team who are making this possible. Believe us the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting gaming and interactive entertainment and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract engage and retain the best talent globally bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued respected and included. Inclusion is embedded in everything we do because we know when we feel respected and heard we do our best work. Sustainability drives everything we do and doing whats right is one of our core values. Diverse teams have more creativity imagination innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here we celebrate our individual differences and make sure everyone feels supported respected and empowered to thrive and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. Thats why we have our Wellme programme which provides information tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

Were a team who love to play and win together. We love building bonds between our people and we love to build your career up too. Join us and we wont just be your employer well be your biggest cheerleader. Well give you the power to lead the conversation on your learning and career goals from day one and then get behind you with all the support you need to take your career and our business to new heights.

At Entain we know that signing top players requires a great starting package and plenty of support to inspire peak performance. Join us and a competitive salary is just the beginning.

Depending on your role and location you can expect to receive benefits like

• A regular bonus
• Healthcare support
• Great development opportunities
• Wellbeing support and so much more.

And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.

At Entain we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future for our people and the wider global sports betting and gaming sector. However you identify our ambition is to ensure our people across the globe feel valued respected and their individuality celebrated. 

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

Remote Work :

No

Employment Type :

Fulltime