Senior Customer Service Agent

2 weeks ago

Gibraltar, United Kingdom Entain Full time

**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.

Are you ready to play a vital role at the world’s largest sports betting and gaming company? You’ll be in the thick of the action, making sure our customers enjoy an amazing entertainment experience, every day.

We're looking for Customer Service Agents to join our busy senior team in Gibraltar The role would include various shifts and you would have the option to choose from a 5 days on 2 days off, or a 4 days on 3 days off shift-pattern, to give a better work/home life balance.

We are only currently considering locally based people, whether that be in Spain or Gibraltar.

The salary for this role is £20,000 then increasing to £22,000 after our standard probation period of 4 months.

**What you'll be doing**:

- Improve and optimise customer value through maximising customer conversion and retention opportunities using company marketing initiatives and the ‘Sales through Service’ mentality.
- Proactively raising any issues to ensure the customer receives a resolution to their query.
- Complete training for product, service and regulatory requirements.
- Proactively escalate any issues.
- Maintain a Quality & Assurance score that as a minimum meets the department KPI for each period outlined in the annual objectives.

**What we need from you**:

- Previous experience within a similar role Customer Service role (gaming industry experience would be an advantage).
- Fluent in English - written and spoken.
- Ability to work various shift patterns.

**About The Company**:
We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together. Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment.

**Diversity and inclusion at Entain**

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference.

**Wellbeing at Entain**

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.

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