Customer Service Agent - Spain (M/F/D) | Ceuta

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.

Purpose of the job

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.

Key Activities / Accountabilities

Communication

Treat every customer as you want to be treated 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.

Essential

• 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

• English and  Spanish languages – advanced (fluent 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 

Required Behavioural Competencies

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

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. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.

Equal Opportunities.

If you need any reasonable adjustments at any stage of the recruitment process, please contact us and we'll support you.

We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves.

We're an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on race, colour, nationality, ethnic or national origin, religion or belief, sex, gender identity or expression, sexual orientation, age, disability, marital or civil partnership status, pregnancy or maternity, or any other status protected by law.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.