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:
The Chat Hosts is responsible for ensuring that our Customers are engaged with the Gala Bingo brand through the Chat Bingo Rooms, Social Media and or other channels with players in order to continuously increase brand loyalty, retention and increase player days. Working alongside Customer Services, the team is responsible for guaranteeing the customers are fully abreast with all Headline promotions, slot offers and bonus offering.Successful customer service is crucial to the continued achievements of the Chat Host Team. Proactively providing ideas to aid engagement and maintain customer interest, to stimulate conversations and drive interaction.
This role will report into the Chat, Community and Social Media Manager and will include working rotational shift patterns to fully support the 24 x 7 Chat operations.
Key Responsibilities:
- Provide first point of contact for on-line Bingo customers
- Meet and greet Bingo customers entering the chat room and congratulate them when winning
- Maintain a pleasant, fun and safe environment for all Bingo customers ensuring Terms & Conditions are followed and there is no offensive conduct
- Converse with customers within the chat rooms, bringing entertainment through creativity, flare and out the box thinking to engage customers in continued conversations
- Resolve customer queries efficiently and effectively
- Ensure a good understanding of all online bingo promotions, current marketing campaigns and Social Media channel interactions, ensuring this information is shared with customers.
- Follow the clubs and rooms rota on a shift-by-shift basis to ensure that the priority rooms are covered at all times and appropriate cover is provided across the site.
- Cover un-hosted rooms at short notice if required or requested to by Supervisors or team members. Provide support and assistance to other Chat Hosts when required
- Complete shift reports for every shift and ensure the report is communicated to the Supervisor team
- Check e-mail accounts daily for any amendments to procedures and review Confluence for a point of reference on a daily basis for clubs and rooms rota, daily buzz information and jackpot winners.
- Ascertain troublesome customers and be responsible for blocking the customer from chat rooms if necessary
- Be aware of inappropriate nick names, racial comments, offensive chat and be responsible for blocking the customer from chat rooms if necessary
- Report any IT related issues or individual customer game play issues fully outlining all specific errors and escalate to a member of the supervisor team, whilst maintaining control of the chat room and keeping customers fully informed of any updates.
- Actively suggest ideas and mechanics for Community offers, in addition to their regular game play which will retain customers to Gala website.
- Be aware of site development possibilities and escalate any potential improvements to management.
- Promote company through all customer interactions, maintaining a positive professional attitude in any written or verbal conversations.
- Perform any additional ad hoc duties as and when 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 At least a minimum of one year Customer Service experience On-line chat room experience environment desirable Excellent English written communication skills Excellent knowledge of Internet Explorer, Firefox, Google Chrome, Word and Excel.
- A good understanding of MS Office, Excel in particular. Excellent typing skills Sales experience is desirable Flexible approach to workload.
- Ability to deal with on-going issues while coping with interruptions Meticulous attention to detail
- Ability to multi-task in a busy on-line environment Calm and level headed under pressure
- Ability to remain tactful, respectful and unbiased Ability to enforce terms and conditions to on-line customers Self-motivated with a keen interest, passion and understanding of traditional media and online techniques.
- Creative, forward thinker.
