Customer Service Agent Dutch (MFD) | Lisbon

Be available and provide an accurate solution for customers during the first contact via phone email and chat. Keep customers informed about company products services and promotions. Demonstrate an ownership and deliver the first-class service to ensure the exceeding customer expectation to ensure company growth.

Scope
New and existing customers who need support on their online gaming activities. Responsibility for revenue retention and customer satisfaction.

Key responsibilities:

Communication
Treat every customer as a friend and demonstrate respect by being fair empathetic and patient. Keep the promises. Read and listen to the customers problem carefully then answer their question.
Handle wide range of customers and enter all customer details in an accurate and efficient manner to the relevant systems.
Provide customers accurate and relevant information about products services and promotions based on needs.
Educate customers to use all online self-service tools.

Drive improvements
Seek constantly for improvements to exceed customers expectation and help company to grow.
Proactive suggesting improvements to improve efficiency productivity quality and customer satisfaction.
Fix the root cause of the problem to protect additional customers from getting the same issue. Direct or escalate all parties to take corrective action as needed.
Work towards simplifying the existing processes to reduce effort.

Performance Quality Customer Focus and Productivity
Be customer focused drive productivity and quality of all your tasks to be able provide 1st class service to our customers.
Meet deliverable requirements/service level measures/specific targets Quality and Efficiency targets
Perform against all key Customer service goals.
Knowing individual targets and individual performance management

Self-development
Take ownership for your development. Look for opportunities to grow.
Work on individual career progression plan and manage training plan completion.
Have an overview about required development activities and participate on them as well.
Looks for feedback and development activities to improve in skills related to the current work.
Developing others - create and support opportunities for building skills to execute current and future responsibilities.
Knowledge Development and Sharing: Become an expert with the tools used in CS team. Share knowledge and findings with the team members. Support new team members in their training.

Customer Experience
At anytime and anywhere perform the activities and display the behaviours that are designed to deliver a distinctive Customer Experience.

Qualifications :

Specialist skills & experience

Essentail:

Middle education degree PC skills: Masters use of PC equipment and software (MS Office Internet searching tool skills)
Communication skills verbal and written: Communicates effectively over the phone and in written transactions

Language skills: Mastery English language and language of the customer support Dutch C1 level (speaking & writing) other language is a plus

Flexibility and shift work is required

Preferred Experience and Knowledge

An experience in the contact service environment is a preferable advantage

An online gaming experience is a plus

Competencies/Behaviors

FUNCTIONAL COMPETENCIES
1. Empathy
2. Analytical thinking
3. Listening
4. Accuracy
5. Stress Resistance
6. Verbal Communication

FIXED COMPETENCIES
1. Delighting Customers
2. Teamwork
3. Continuous Improvement
4. Integrity

Additional Information :

What we offer: 

- Attractive salary meal allowance annual bonus

- Other benefits: Hybrid work model; Health insurance; birthday off; Referral program; Protocols with external partners  

- Great place to be. Awesome team of very knowledgeable & supportive colleagues

- Strong focus on personal and professional development including in-house mentorship and e-learnings

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 :

Full-time