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

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

Join Entain, a leader in sports betting, gaming and interactive entertainment.

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

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 first‑class service to exceed customer expectations and drive 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 question.

• 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 self‑service tools.

Drive Improvements

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

• Proactively suggest improvements to increase efficiency, productivity, quality and customer satisfaction.
• Fix the root cause of problems to protect other customers from the same issue. Direct or escalate as needed.
• Work towards simplifying existing processes to reduce effort.

Performance – Quality, Customer Focus and Productivity

Be customer focused, drive productivity and quality of all your tasks.

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

Self‑development

Take ownership of your development. Look for opportunities to grow.

• Work on your 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.
• Knowledge development and sharing: Become an expert with the tools used in the CS team. Share knowledge and findings with team members. Support new team members in their training.

Customer Experience

Perform activities and display behaviours designed to deliver a distinctive customer experience at any time and anywhere.

Qualifications

Specialist skills & experience – Essential

• Middle education degree.
• PC skills: mastery of PC equipment and software (MS Office, internet searching).
• Communication skills – verbal and written: Effective over phone and in written transactions.
• Language skills: Mastery of English and French (C1 level, speaking & writing). Other languages are a plus.
• Flexibility and shift work required.

Preferred Experience and Knowledge

• Experience in a contact service environment is an advantage.
• Online gaming experience is a plus.

Competencies/Behaviours – Functional

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

Competencies/Behaviours – Fixed

• 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 in‑house mentorship and e‑learning.

At Entain, we do what’s right. It’s one of our core values and why we lead in creating a diverse, equitable and inclusive future - for our people and the wider global sports betting and gaming sector. We ensure ethical and compliant hiring practices globally.

Seniority level: Associate

Employment type: Full‑time

Job function: Customer Service

Industries: Entertainment Providers