Customer Service Agent - London, United Kingdom - Bwin

Bwin

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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.

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 selfservice 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
French
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

Empathy
Analytical thinking
Listening
Accuracy
Stress Resistance
Verbal Communication

FIXED COMPETENCIES

Delighting Customers
Teamwork
Continuous Improvement
Integrity

What we offer:

Attractive salary meal allowance + annual bonus
Other benefits: Hybrid work model; Health insurance; birthday off; Access to Linkedin Learning; Referral program; Protocols with external partners
Great place to be. Awesome team of very knowledgeable & supportive colleagues
Strong focus on personal and professional development, including inhouse mentorship and elearnings

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 th