Account Relationship Executive - German Speaking

The Account Relationship Executive at Entain is responsible for assisting Account Relationship Managers with all inbound contacts, providing excellent customer support through phone, live chat, and email, and building strong relationships with high-value clients. You're also expected to facilitate AML interactions and resolve any customer queries related to gaming responsibly, bonuses, and account management. Your role is pivotal in ensuring customer satisfaction and effective communication within the team.

To apply for the Account Relationship Executive position at Entain, you should be fluent in both German and English, with extensive experience in customer service and VIP support. A background in online gaming is beneficial, along with outstanding personal relationship management skills. The ability to work independently and make informed decisions is also crucial.

As an Account Relationship Executive at Entain, you will work shifts between 8 AM – 6 PM and 11 AM – 8 PM CET. Weekend work is required at least once a month, so flexibility is essential. This schedule allows for ongoing engagement with clients during peak hours and ensures optimal customer support.

Joining Entain offers you a competitive salary and an extensive benefits package, including medical insurance, food vouchers, and a generous annual leave policy. Additional perks include paid time off for personal development, a Christmas bonus, and opportunities to participate in social events as well as community volunteering initiatives. It’s a workplace committed to supporting your personal and professional growth.

To prepare for an interview for the Account Relationship Executive role at Entain, it’s important to familiarize yourself with the company's values and their approach to customer relationships. Review your own customer service experiences, especially in VIP support, and be ready to discuss specific instances where you've effectively managed client relations. Highlight your language skills and ability to work independently, and prepare questions demonstrating your interest in Entain's innovative culture.

In your response, highlight your relevant work history, focusing specifically on roles that involved high-value or VIP customer interaction. Share any measurable success you've had, such as improvement in customer satisfaction scores, retention rates, or other achievements that demonstrate your ability to provide outstanding service.

Employ the STAR method (Situation, Task, Action, Result) to outline a specific challenging interaction. Detail your approach to empathizing with the customer, resolving the issue, and ensuring follow-up, emphasizing your commitment to customer satisfaction and relationship building.

Mention the importance of active listening, personalized communication, and regular check-ins. Provide an example of a time you successfully established a strong client connection, and discuss how this rapport positively impacted your work outcomes.

Explain the systems you utilize for tracking interactions, such as CRM software or personal management tools. Illustrate how you prioritize tasks based on urgency and customer importance, and describe how this leads to successful relationship management.

Discuss your understanding of responsible gaming policies and the importance of compliance in the online gaming sector. Share any experiences you have where you ensured compliant practices, reinforcing your skill set in managing safe gaming responsibly.

Show your knowledge of Entain as a leader in the sports betting and gaming space. Express your enthusiasm for their commitment to innovation and customer success, and how your values align with theirs, emphasizing how you could contribute positively to their team.

Explain your approach to prioritizing customer inquiries, focusing on time management and maintaining quality service. Share any real-life examples of how you've thrived in similar situations, showcasing your ability to remain calm and efficient.

Discuss your passion for helping others and how you find fulfillment in resolving customer issues and creating a positive experience. Share examples of how this motivation has driven you to deliver excellent results in your prior roles.

Use the STAR method to illustrate a situation where you identified and acted on a customer's need that enhanced their experience. Include measurable outcomes if possible, such as increased satisfaction or retention figures.

Emphasize skills such as communication, empathy, problem-solving, and adaptability. Discuss how these skills play a crucial role in supporting clients and enhancing their overall relationship with the company.