Location:
Manila
Vacancy Type:
Permanent
Brand:
23 (GVC)
About The Role
Bring your customer-first attitude to GVC as a Customer Support Advisor in Manila. The sheer pace and power of the live events and entertainment you’ll be part of has to be experienced to be believed. Play a vital role at the world’s largest sports betting and gaming company. You’ll be in the thick of the action, making sure our VIP customers enjoy an amazing entertainment experience, every day. For the good of entertainment.

Our portfolio of sports betting and gaming companies includes some of the most well-known brands in the industry, such as Ladbrokes, bwin, and Coral. We’ve a

huge high street presence with an increasing share of online gaming activity. We take our commitment to safeguarding our customers extremely seriously. We make sure they know their limits and we work with them to make sure everyone enjoys our products and services responsibly.

Ready to get involved? Bring your energy to GVC and you’ll be in the mix from the start. For the good of entertainment.
 
You are responsible for supporting the team managers and monitor the day to day customer support operations for the Interactive and Retail business including proactive and reactive responses. Provide a first line escalation function for the advisors.
 
Key Responsibilities:
  • Provide first line support and escalation process for all Advisor queries with first time resolutions to escalated complaints, taking into account the commercial value of each contact, whilst proactively chasing resolutions and applying as many in-house fixes as possible.
  • Real time management of resources and their allocation based on traffic demand.
  • Provide on the floor support and guidance.
  • Constantly monitor individual work streams and adjust communication channels to reflect demand.
  • Drive processes to ensure customer satisfaction and perfect those processes by working closely with the Customer Service Advisors.
  • Ensure all marketing initiatives are directly communicated to the Support teams including shift handovers.
  • Drive open and transparent communication within the support teams.
  • Assess and ensure excellence as a support standard, constantly.
  • Work with the team managers to identify training requirements and support the trainers in delivering the training.
  • Role model to Advisors when dealing with customers through all communication channels (voice and non-voice) on how to resolve issues whilst maintaining service levels and efficiencies.
  • Confidence to work independently and follow departmental processes.
  • Liaise with Customer Support Advisors to relay technical feedback and outcomes to customers.
  • Provide daily reports to capture contact drivers and minimise customer issues.
  • Train new team members
  • Perform any other duties as assigned and required

Specialist skills and experience

  • Contact Centre and Customer Service Experience – an advantage
  • Fluent in English – written and spoken to an excellent standard
  • Online gaming support centre experience – an advantage
  • Good communications skills (written, verbal and presentational)
  • Organisational skills and experience of multi-tasking
  • Knowledge and use of Microsoft Office: Outlook, Word, Excel
  • Confidence to work independently and follow department processes
  • A great attitude and desire to help our customers
  • Reliable with a strong work ethic
  • A flexible approach to work schedules and shift patterns
  • Able to react to company needs
  • Common sense
  • A proactive and ‘can do’ approach
  • Confidence to interact with customers through a variety of communication methods including email and live chat with the ability to multi-task
  • Can work independently and within a team
  • A winning mentality
  •  Quality of service and going the extra mile is at the heart of your service approach
Qualifications and Educational Requirements:
  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.
 

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.