Customer Service Associate Poker English

At Entain, our Customer Service team is the backbone of our success. With a deep understanding of the industry, our people are uniquely positioned to understand our customers' needs, their experiences and how we can continuously improve to exceed their expectations. 

As part of our team, you’ll have access to the tools and knowledge needed to make a real impact. Not only will you be adding value to our customer interactions, but you'll also gain exposure to different teams across the company to fuel your own personal growth.  

Role Purpose: 

Reporting to the Customer Service Manager you will part of the Customer Service Team who provide the best possible customer support and be the go-to expert for our Bingo, Casino and Poker, Sports Betting Interactive and Retail customers across multiple channels, including live chat, email and phone.  

Key responsibilities 

• Provide award winning service across all channels such as chat, email and phone ensuring that each interaction leaves a lasting positive impression 

• Provide first time resolution to customers and relay outcomes of investigations and escalate issues that affect the customer  

• Maintain a quality and assurance score that meets or exceeds department KPIs such as satisfaction scores and waiting times 

• Learn about our products, services and promotions to successfully understand every customer’s needs including marketing initiatives and customer support functions and processes 

• Collaborate with teams across Entain to collectively enhance the overall customer experience