Customer Service Agent - Dutch (M/F/D) | Lisbon Lisboa

Overview

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 ownership and deliver
- class service to exceed customer expectations and support 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 promises. Read and listen to the customer’s problem carefully, then answer their questions.

• Handle a wide range of customers and enter all customer details accurately and efficiently into the relevant systems.
• Provide customers with accurate and relevant information about products, services and promotions based on needs.
• Educate customers to use all online
  - service tools.

Drive Improvements

Seek constantly for improvements to exceed customer expectations and help the company grow.

• Proactively suggest improvements to improve efficiency, productivity, quality and customer satisfaction.
• Fix the root cause of problems to protect additional customers from the same issues. Direct or escalate as needed to take corrective action.
• Work towards simplifying existing processes to reduce effort.

Performance – Quality, Customer Focus and Productivity

Be customer focused, drive productivity and quality of all tasks to provide
- class service to customers.

• Meet deliverable requirements, service level measures, targets, quality and efficiency goals.
• Perform against all key customer service goals.
• Know individual targets and participate in performance management.

Self-development

Take ownership of development. Look for opportunities to grow.

• Work on an individual career progression plan and manage training plan completion.
• Have an overview of required development activities and participate in them.
• Seek feedback and development activities to improve skills related to the current work.
• Develop 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 the CS team. Share knowledge with team members and support new team members in their training.

Customer Experience

At any time and anywhere perform activities and display behaviours designed to deliver a distinctive customer experience.

Qualifications

Specialist skills & experience

Essential

• Middle education degree
• PC skills: proficient use of PC equipment and software (MS Office, Internet searching)
• Communication skills – verbal and written: communicates effectively over the phone and in written transactions
• Language skills: English (mastery) and customer support language – Dutch – C1 level (speaking & writing); other language is a plus
• Flexibility and shift work is required

Preferred Experience And Knowledge

• Experience in a contact centre environment is advantageous
• Online gaming experience is a plus

Competencies/Behaviors

Functional Competencies

• Empathy
• Analytical thinking
• Listening
• Accuracy
• Stress Resistance
• Verbal communication

Fixed Competencies

• Delighting customers
• Teamwork
• Continuous improvement
• Integrity

Additional Information

What we offer:

• Attractive salary + meal allowance + annual bonus
• Other benefits: Hybrid work model; Health insurance; birthday off; Referral program; Protocols with external partners
• Great place to be. Awesome team of knowledgeable & supportive colleagues
• Strong focus on personal and professional development, including
  - house mentorship and
  - learnings

At Entain, we do what’s right. It’s one of our core values and we’re taking the lead in creating a diverse, equitable and inclusive future for our people and the wider global sports betting and gaming sector. We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service
• Industries: Entertainment Providers

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