Job Description

Job Title: Customer Support Advisor

Location: Manila


Function: Reports to: xxx

No. of Direct reports: xx No. of non-direct reports: xx


Budgetary Responsibility: No

NGR/P&L: No


Purpose of 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.
Role Purpose: To provide the best possible reactive and proactive customer support using the ‘Sales through Service’ ethos for the Bingo, Casino and Poker, Sports Betting 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 (voice and non-voice) whilst maintaining service levels and efficiencies.
• 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 enquiries 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 and experience

• At least 1 year Contact Centre and Customer Service Experience
• 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 including voice, email and live chat 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

Qualifications and Educational Requirements

• Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.

Diversity and Equal opportunities: Entain is committed to creating an inclusive environment where everyone is treated fairly. We respect and encourage diversity and strive to ensure that individuals receive equal treatment in all aspects of their employment.