United Kingdom
Brand:
31 (Unikrn)
About The Role

About the Role



Objective of the role: The customer service team at Unikrn provides excellent customer service via live chat, phone, email/ticket and social media to ensure the best possible experience for our members.

As an expert in Unikrn products and services you will be a escalation point for other customer service teams and team members.

You will engage with other teams internally to ensure compliance, report bugs, provide product/service feedback and ultimately be an advocate for our members with the goal to increase customer satisfaction, loyalty, and retention while being compliant with our regulatory obligations.

 

About us


In 2021, Entain acquired unikrn to launch the company’s esports practice. unikrn is one of the world’s preeminent esports betting platforms. unikrn paved the wave in the sports betting industry by offering esports odds across 35 titles, as well as virtual esports and streamer betting. unikrn also boasts a skill-based betting platform that allows players to wager on themselves in ranked matches in the world’s most popular gaming titles.

 
  

Customer Service/Community @ Unikrn:

We are both the first person the user interacts with after encountering an issue/uncertainty regarding the Unikrn’s services and an escalation point for other teams within the company.

  • We are accountable for how users perceive the company and its services, we stay mindful of that in every interaction.

  • Everything that we do is in a compliant manner, if you are unsure, ask a Compliance Team Member.

  • We want to at all times give them a positive experience in receiving support, be accommodating to their situation, and provide swift assistance with all the necessary due diligence to resolve matters the fastest way possible.

  • We are the first line of defense to prevent a potential backlash against the company and the first offensive line in retaining customers when they reach out.

  • We are proactive in our customer-serving attitude and try to improve customer journeys and experiences in any way we deem necessary.

  • We are the Customer’s spokesperson and advocate within the company, we represent the user’s experience and how our business decisions affect them.


Key Skills Required

  • Prior experience working within a wagering organization/company

  • Prior experience as a customer service team member

  • Knowledge of competitive online gaming (Esports)

  • Must be able to field a variety of query types ranging : IT, Cryptocurrency, Betting, Gaming, Esports, Compliance, Verification and Financial Transactions.

  • Ability to work under pressure and remain calm and friendly at all times

  • Excellent (English) Communication skills – both verbal and written

  • Ability to pick up the phone and interview or request information from (high value) customers

  • Customer Centric, "can do" attitude - Always curious about their experience.

  • Computer literacy, and keyboard skills

  • Thorough, with high levels of accuracy and attention to detail

  • Adept at following through and making sure no customer is left waiting unnecessarily

  • Constantly deliver against high quality standards and SLAs

  • Must be analytical and have good numeric skills

Additional requirements:

  • Good English Language skills

  • Evidence of having delivered exceptional quality of service in an online industry or similar experience

  • Effective communication skills training

  • Be willing to work shifts in the evenings, nights and weekends

General


  • Maintain a positive problem-solving approach to business using appropriate conduct and a responsible and professional manner consistent with the standards expected by Unikrn and its clients at all times. This also includes maintaining a professional and business like standard of dress and personal presentation.

  • Unikrn is an Equal Employment Opportunity Employer and is committed to ensuring a workplace free of discrimination and harassment. This commitment is based on the need to ensure our company complies with Equal Opportunity laws. Ensuring that discrimination and harassment does not occur in the workplace is the responsibility of all employees.

  • The responsibility of Workplace, Health and Safety in the workplace lies with all employees. This includes conducting yourself in a safe manner and not putting yourself and others at risk, as well as complying with the company's requirements in relation to WH&S. All employees also have a duty to ensure that additional company policies, are observed and practised.

  • Follow/adhere to all lawful and reasonable instructions and requests as directed by your Manager or delegate.


Unikrn Values


We believe that by behaving in line with our company values we will best serve our internal and external customers and each other. Our values are:


  • Maximum Effort

  • We’re a Champion Team….not a Team of Champions

  • Laser Focus

  • Do What’s Right

  • Enjoy work and have fun



As part of our culture, we believe that ‘how’ you achieve results is just as important as ‘what’ is achieved. The process is just as important as the outcome.



About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re 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 we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s 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

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. 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. 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.

Life @ Entain

We’re 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 won’t just be your employer, we’ll be your biggest cheerleader. We’ll 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.