Customer Service Agent - Spain (M/F/D) | Ceuta

Entain; Ceuta; Presencial; EUR 20.000 - 30.000; Jornada completa

Descripción de la vacante

Una empresa innovadora en el sector de apuestas deportivas y juegos busca un profesional de servicio al cliente apasionado y competente. En esta función, serás responsable de ofrecer soluciones precisas y de alta calidad a los clientes, utilizando tus habilidades de comunicación en inglés y español. Se espera que demuestres empatía y proactividad al abordar problemas, y que trabajes en un entorno dinámico donde la mejora continua es clave. Si te entusiasma ayudar a los demás y buscas un lugar donde tus habilidades sean valoradas, esta es la oportunidad perfecta para ti.

Formación

• Se requiere título de educación media y habilidades avanzadas en inglés y español.
• Experiencia en servicio al cliente es preferible, especialmente en el entorno de juegos en línea.

Responsabilidades

• Proporcionar soluciones precisas a los clientes a través de teléfono, correo electrónico y chat.
• Sugerir mejoras para aumentar la eficiencia y satisfacción del cliente.

Conocimientos

Habilidades de comunicación verbal y escrita

Empatía

Pensamiento analítico

Resistencia al estrés

Escucha activa

Educación

Título de educación media

Herramientas

MS Office

Herramientas de búsqueda en Internet

Descripción del empleo

Descripción de la empresa

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.

Descripción del empleo

Purpose of the job

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 first-class service to ensure exceeding customer expectations to ensure company growth.

Key Activities / Accountabilities

Communication

Treat every customer as you want to be treated and demonstrate respect by being fair, empathetic, and patient. Keep the promises. Read and listen to the customer’s problem carefully, then answer their question.

1. Handle a wide range of customers and enter all customer details in an accurate and efficient manner to the relevant systems.
2. Provide customers accurate and relevant information about products, services and promotions based on needs.
3. Educate customers to use all online self-service tools.

Drive improvements

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

1. Proactively suggest improvements to enhance efficiency, productivity, quality, and customer satisfaction.
2. Fix the root cause of the problem to protect additional customers from experiencing the same issue. Direct or escalate all parties to take corrective action as needed.
3. 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 to provide first-class service to our customers.

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

Self-development

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

1. Work on an individual career progression plan and manage training plan completion.
2. Have an overview of required development activities and participate in them as well.
3. Seek feedback and development activities to improve skills related to current work.
4. Develop others - create and support opportunities for building skills to execute current and future responsibilities.
5. 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.

Requisitos

Essential

1. Middle education degree.
2. PC skills: Mastery of PC equipment and software (MS Office, Internet searching tool skills).
3. Communication skills – verbal and written: Communicates effectively over the phone and in written transactions.
4. English and Spanish languages – advanced (fluent speaking & writing), other languages are a plus.
5. Flexibility and shift work is required.

Preferred Experience And Knowledge

1. Experience in the contact service environment is a preferable advantage.
2. Online gaming experience is a plus.

Required Behavioural Competencies

FUNCTIONAL COMPETENCIES

1. Empathy.
2. Analytical thinking.
3. Listening.
4. Accuracy.
5. Stress Resistance.
6. Verbal Communication.

FIXED COMPETENCIES

1. Delighting Customers.
2. Teamwork.
3. Continuous Improvement.
4. Integrity.

Información adicional

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.