CUSTOMER SERVICE AGENT - PORTUGAL (M/F/D) | LISBON

Company Description We’re Entain.
Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionizing the gambling space as we go.
We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.
Interact with customers to provide them with information to address inquiries.
Deal with and help resolve any customer complaints.
Implement proactive measures to ensure Players' satisfaction.
Key responsibilities Job Description Key Responsibilities • Clarifies any doubts/issues related with company’s service and products (sports betting and casino products) and clients accounts, through support channels; • Forwards identified issues that deserve to be reviewed by other areas (compliance, finance, product); • Approaches site visitors proactively, demonstrating readiness to clarify any questions about their visit; • Identifies suspicious behaviors on customers activities; • Supports on identification of site issues and reports them to the technical team; • Identifies improvement opportunities in company’s service and products; • Collects and conveys customer feedback and suggestions.
• The Middle Junior Agent coaches and mentors the new/junior agents; • The Floor Walker Agent (Senior Agent) coaches and mentors the new/junior agents, is responsible/specialist in specific tasks, and assumes the role of team leader when there is none.
He is the one who will help other colleagues in real time during a shift not covered by Team Leader or manager.
Qualifications Specialist skills & experience Essentail.
• Previous work experience in Customer Support activities • English proficiency (Level B2) • Strong knowledge of Sports (Football, Tennis, Basketball…) • MS Office proficiency • Team Player Disered.
• Strong knowledge of iGaming Competencies/behaviours Desired.
• Proactivity • Customer orientation • Critical thinking • Resilience • Complex problem solving • Teamwork • Attention to detail • Communication Additional Information 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 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.
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.
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