Customer Service Agent - German | Lisbon

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

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.



Qualifications

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



Additional Information

What we offer: 
- Annual gross salary 22.000€ + 9,60€/day 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 in-house mentorship and e-learnings

 

 

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.