Onboarding & Engagement Officer

The Onboarding & Engagement Officer at Entain plays a crucial role in welcoming new customers and helping them navigate through their onboarding journey. Key responsibilities include making contact with new customers post-signup, assisting with verification processes, addressing general feedback inquiries, and ensuring customers can access their accounts seamlessly. This role also involves gathering customer feedback and maintaining high process quality while fostering positive relationships.

To apply for the Onboarding & Engagement Officer position at Entain, candidates should have a strong understanding of the wagering industry and demonstrate excellent communication and interpersonal skills. Attention to detail, the ability to work autonomously or in teams, and experience in managing sensitive information are essential qualifications. A proactive attitude and a willingness to learn are also highly valued.

At Entain, the hybrid working model allows the Onboarding & Engagement Officer to enjoy a flexible work schedule. Employees are expected to come into the office for two days a week while having the option to work from home the remaining days. This approach promotes a healthy work-life balance and accommodates individual preferences, making it easier to manage personal and professional commitments.

Entain is committed to the professional growth of its Onboarding & Engagement Officers. The company offers a range of learning and development opportunities designed to expand expertise and career advancement. Additionally, employees benefit from company-wide events that celebrate their achievements, making it an ideal environment for motivation and professional development.

The company culture at Entain for Onboarding & Engagement Officers is vibrant and supportive. The team is energetic and dedicated to providing world-class customer service. With a focus on employee well-being, including wellness benefits, onsite amenities, and team celebrations, Entain fosters an engaging work environment that encourages collaboration and a passion for entertainment and sports.

When answering this question, highlight specific experiences where you successfully welcomed new customers or implemented onboarding processes. Discuss any challenges you faced and how you resolved them. Emphasize the importance of first impressions and customer satisfaction in your approach.

You might want to describe steps you take to verify customer information meticulously. Highlight your attention to detail and the importance of handling sensitive data responsibly. Mention any tools or processes you've used in the past to maintain high data quality.

Share specific techniques, such as active listening, showing empathy, and personalized communication, that help you connect with customers. Provide examples of how these strategies led to positive outcomes in your previous roles.

Discuss the steps you take to defuse difficult situations with customers, such as remaining calm, actively listening, and seeking to understand their concerns. Illustrate your response with examples from your experience where you turned challenging interactions into positive resolutions.

Share your insights on recent trends or innovations in the wagering industry. Highlight how these changes impact customer experience and engagement. This shows that you are knowledgeable and passionate about the industry you wish to join.

Provide a specific instance where you collected customer feedback and how you utilized it to improve processes or services. Emphasize the significance of customer feedback in shaping company practices and enhancing the overall customer experience.

Mention specific CRM tools you have experience with and how they contributed to improving customer interactions and workflow efficiency. Discuss how familiarity with such tools could benefit your performance as an Onboarding & Engagement Officer at Entain.

Discuss your approach to task management, including techniques such as creating to-do lists, setting deadlines, and assessing urgency. Provide examples of how you've successfully managed multiple priorities while maintaining quality service.

Share your passion for customer interaction and the fulfillment that comes from positively impacting their experiences. Highlight how this passion motivates you to excel in the Onboarding & Engagement Officer role at Entain.

Articulate your excitement about the opportunity to work at Entain, emphasizing its innovative approach, commitment to customer service, and the enjoyable work culture. Relate your personal values or career aspirations to what you know about the company.