Senior Customer Services Agent

Company Description

Sports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it's your game. So let's win together.

Job Description

As a Senior Customer Service Agent you will be responsible for providing 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. Reporting to the Senior Customer Service Team Manager you will be part of the Senior Customer Service Team - Gibraltar.

What you will do

• Provide award winning standard service across all contact channels as required through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies.
• Improve and optimize customer value through maximising customer conversion and retention opportunities utilising 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 up-to-date 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

• 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 multi-task
• 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

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
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

And outside of this, you'll 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 what's right. It's one of our core values and that's why we're 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.