Customer Service Agent - Portugal | 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

Key Responsibilities

• Clarifies any doubts/issues related with company's service and products (sports betting and casino products) and clients accounts, through support channels;
• Forwards identified issues that deserve to be reviewed by other areas (compliance, finance, product);
• Approaches site visitors proactively, demonstrating readiness to clarify any questions about their visit;
• Identifies suspicious behaviors on customers activities;
• Supports on identification of site issues and reports them to the technical team;
• Identifies improvement opportunities in company's service and products;
• Collects and conveys customer feedback and suggestions.
• The Middle Junior Agent coaches and mentors the new/junior agents;
• The Floor Walker Agent (Senior Agent) coaches and mentors the new/junior agents, is responsible/specialist in specific tasks, and assumes the role of team leader when there is none. He is the one who will help other colleagues in real time during a shift not covered by Team Leader or manager.



Qualifications

Specialist skills & experience

Essential:

• Previous work experience in Customer Support activities
• English proficiency (Level B2)
• Strong knowledge of Sports (Football, Tennis, Basketball…)
• MS Office proficiency
• Team Player

Desired:

• Strong knowledge of iGaming

Competencies/behaviours

Desired:

• Pro activity
• Customer orientation
• Critical thinking
• Resilience
• Complex problem solving
• Teamwork
• Attention to detail
• Communication



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.