Social Media Customer Service Agent United Kingdom
Job description
About The Role
Entainis one of the world’s largest sports betting and gaming groups, operating bothonline and in the retail sector. With offices across five continents andlicences in more than 20 countries, we operate some of the most well-known andiconic brands in the industry with more than 250 years of combined history –names such as Ladbrokes, partypoker, bwin and Coral.
Role Purpose:
To provide the best possible reactive and proactive customer supportusing the ‘Sales through Service’ ethos for the Bingo, Casino and Poker, SportsBetting Interactive and Retail customers across multiple contact channels.
Key responsibilities
- Provide award winning standard service across all contact channels as required through all communication channels via social media channels
- 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.
Specialist Skills andExperience Required
- 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 via social media channels 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
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
