Associate - Customer Service

Company Description

Entain India is the engineering and delivery powerhouse for Entain, one of the world’s leading global sports and gaming groups. Established in Hyderabad in 2001, we’ve grown from a small tech hub into a dynamic force, delivering cutting-edge software solutions and support services that power billions of transactions for millions of users worldwide.

Our focus on quality at scale drives us to create innovative technology that supports Entain’s mission to lead the change in global sports and gaming sector. At Entain India, we make the impossible possible, together.

Job Description

As a Customer Support Associate, you will be responsible to provide award winning standard service across all contact channels as required through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies.

Reporting to the Manager Customer Support you will be part of the Customer Support Hydra IND who Improve and optimize customer value through maximizing customer conversion and retention opportunities utilizing company marketing initiatives and the ‘Sales through Service’ mentality

What You Will Do

• Be able to respond across all products, but become an expert in at least one area
• Ensure familiarity with all marketing initiatives and up-to-date customer support functions and processes
• Maintain open and transparent communication within the team
• Proactively escalate any issues that would affect the customer experience
• Provide first time resolution to customer contacts, taking into account the commercial value of each contact.
• Escalate customer complex enquires to the Senior Customer Advisor and relay outcomes of investigations to customers.
• Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives.
  
  

Qualifications

• Bachelor’s Degree, any field.
• Contact Centre and Customer Service Experience – an advantage
• Fluent in English – written and spoken to an excellent standard – a must
  
  

Additional Information

We know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us you can expect to receive great benefits like:

Safe home pickup and home drop (Hyderabad Office Only)

Group Mediclaim policy

Group Critical Illness policy

Communication & Relocation allowance

Annual Health check

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

At Entain India, we do what’s right. It’s one of our core values and that’s why were 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, across any protected characteristic, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

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