Lisbon
Vacancy Type:
Permanent
Brand:
03 (Bwin)
About The Role
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.
 
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 customer’s 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 customer’s 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.
 
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 – German – 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
 

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.