📌 Core Information
🔹 Job Title: Account Relationship Executive - German Speaking (m/f/d)
🔹 Company: Entain
🔹 Location: Vienna, Austria or Sofia, Bulgaria
🔹 Job Type: Full-time, Hybrid (2 days in the office)
🔹 Category: Customer Service & Relationship Management
🔹 Date Posted: May 20, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site (Vienna, Austria) or Hybrid (Sofia, Bulgaria)
🚀 Job Overview
Key aspects of this role include:
- Assisting Account Relationship Managers with inbound contacts
- Building personal relationships with high-value clients
- Providing excellent customer service and resolving customer issues
- Working shifts and weekends as required
ASSUMPTION: This role requires strong communication skills, cultural sensitivity, and the ability to work independently while being part of a team.
📋 Key Responsibilities
✅ Assist Account Managers with all inbound contacts via telephone, live chats, and E-Mail
✅ Deal with a maximum of 3 live-chats and assist with phone calls and E-Mails when necessary
✅ Conduct AML interactions with account customers where possible
✅ Identify potential new account customers via daily contacts
✅ Handle and resolve customer issues and disputes, ensuring the customer feels valued
✅ Work as an integral part of the account management team to influence player activity and maximize retention
✅ Ensure clear communications into and out of the team to deliver a leading service to customers and relevant feedback to product and marketing teams
ASSUMPTION: This role involves handling sensitive customer information and may require escalation to senior team members or management.
🎯 Required Qualifications
Education: Relevant education or equivalent experience in customer service or a related field
Experience: Extensive experience in customer service and VIP support
Required Skills:
- Fluent in German and English
- Proven track record of outstanding safer gambling relationship management
- High interest and good all-around knowledge of licensed online gaming in both sports and casino
- Outstanding personal relationship management skills
- Ability to work in a self-contained and independent environment
Preferred Skills:
- Experience in the online gaming industry
- Knowledge of CRM systems
ASSUMPTION: While not explicitly stated, experience in the online gaming industry and knowledge of CRM systems would be beneficial for this role.
💰 Compensation & Benefits
Salary Range: €38,000 - €50,000 (Based on experience and industry standards for this role and location)
Benefits:
- Group bonus scheme
- Hybrid working (2 days in the office)
- Food vouchers - €136 per month (full-time employee, after probation)
- Life assurance - 2x annual salary
- Ability to buy holiday
- Free subscription to wellbeing app Unmind
- Additional "It's Your Game" day off to use at either Christmas or New Year
- Entain & Enhance days - 2 paid days off to focus on professional or personal development
- Share save scheme
- Team Spirit - events, team building, sports activities, and pro-bono activities
Working Hours: 40 hours per week, with shifts and weekend work required
ASSUMPTION: The salary range provided is an estimate based on industry standards for this role, experience level, and location. Actual salary may vary based on individual qualifications and company policy.
📌 Applicant Insights
🔍 Company Context
Industry: Entertainment Providers (Online Gaming, Sports Betting, and Gambling)
Company Size: 10,001+ employees (Global), 17,897 employees (LinkedIn)
Founded: 1880s (as GVC Holdings), 2020 (as Entain)
Company Description:
- Entain is a global leader in sports betting and gaming entertainment, operating over 25 widely recognized brands
- They are committed to promoting a culture that shatters barriers to unite and encourages diversity of background, thought, and experience
- Entain is focused on revolutionizing the industry through unique technology and expanding its global influence
Company Specialties:
- Online Gaming
- Sports Betting
- Poker
- Bingo
- Casino
- Digital
- Technology
- Customer Service
- CRM
- Online
- Digital Games
- Business Intelligence
- .NET
- HTML5
- CSS
- Retail
Company Website: EntainGroup.com
ASSUMPTION: Entain's global presence and diverse workforce offer applicants the opportunity to work in a dynamic and multicultural environment.
📊 Role Analysis
Career Level: Mid-level (2-5 years of experience)
Reporting Structure: Reports to the Head of ARM
Work Arrangement: Hybrid (2 days in the office) or On-site (Vienna, Austria)
Growth Opportunities:
- Progression within the Customer Service & Relationship Management team
- Expansion into other areas of the business, such as product, marketing, or technology
- International relocation opportunities within Entain's global network
ASSUMPTION: Entain's large employee base and global presence provide ample opportunities for career growth and development.
🌍 Location & Work Environment
Office Type: Modern, collaborative workspaces with on-site amenities
Office Location(s): Vienna, Austria or Sofia, Bulgaria
Geographic Context:
- Vienna, Austria: A vibrant city with a rich cultural heritage, offering a high quality of life and excellent public transportation
- Sofia, Bulgaria: A growing tech hub with a lower cost of living and a mix of traditional and modern architecture
Work Schedule: Shifts and weekend work required
ASSUMPTION: Both Vienna and Sofia offer unique cultural experiences and opportunities for personal growth, with Vienna providing a more established and cosmopolitan environment, while Sofia offers a lower cost of living and a growing tech scene.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening with the hiring manager
- In-depth interview with the hiring manager and team members
- Final interview with the Head of ARM
Key Assessment Areas:
- Language proficiency (German and English)
- Customer service and relationship management skills
- Industry knowledge and cultural sensitivity
- Problem-solving and decision-making abilities
Application Tips:
- Highlight relevant experience in customer service and VIP support
- Demonstrate strong communication skills and cultural awareness
- Tailor your resume and cover letter to emphasize your fit for the role and company
- Prepare examples of how you have handled challenging customer situations in the past
ATS Keywords: Customer Service, VIP Support, Online Gaming, Sports Betting, Casino, Fluent in German, Fluent in English, Relationship Management, CRM
ASSUMPTION: Entain's recruitment process is designed to assess candidates' skills and cultural fit, with a focus on language proficiency, customer service experience, and industry knowledge.
🛠️ Tools & Technologies
- CRM system (e.g., Salesforce, Zendesk, or similar)
- Communication platforms (e.g., Skype, Zoom, or similar)
- Project management tools (e.g., Asana, Trello, or similar)
ASSUMPTION: The specific CRM and communication platforms used by Entain may vary based on the team and location.
👔 Cultural Fit Considerations
Company Values:
- Putting people first
- Pushing boundaries further
- Encouraging diversity and inclusion
Work Style:
- Collaborative and team-oriented
- Dynamic and fast-paced
- Focused on customer experience and satisfaction
Self-Assessment Questions:
- Do you thrive in a fast-paced, collaborative environment?
- Are you comfortable working with customers from diverse cultural backgrounds?
- Do you have strong communication skills and the ability to build relationships?
ASSUMPTION: Entain values a diverse and inclusive workforce, seeking candidates who align with their core values and can thrive in a dynamic, customer-focused environment.
⚠️ Potential Challenges
- Handling high volumes of customer contacts and maintaining a high level of service
- Working shifts and weekends as required
- Navigating a large, global organization with diverse teams and cultures
- Adapting to a fast-paced and evolving industry
ASSUMPTION: These challenges are inherent to the role and industry, and successful candidates will possess the skills and resilience to overcome them.
📈 Similar Roles Comparison
- Customer Service Representative vs. Account Relationship Executive: The latter requires more advanced relationship management skills and a deeper understanding of the customer base
- Online Gaming Industry vs. Other Industries: The online gaming industry is dynamic and rapidly evolving, with a strong focus on customer experience and innovation
- Career Path: Progression within the Customer Service & Relationship Management team, expansion into other areas of the business, or international relocation opportunities
ASSUMPTION: While there may be similarities with other customer service roles, the Account Relationship Executive position requires a higher level of relationship management skills and industry-specific knowledge.
📝 Sample Projects
- Developing and implementing a customer retention strategy for high-value clients
- Collaborating with the product and marketing teams to create targeted campaigns for specific customer segments
- Analyzing customer data to identify trends and opportunities for improved customer service and engagement
ASSUMPTION: These sample projects illustrate the range of responsibilities and collaborative nature of the Account Relationship Executive role.
❓ Key Questions to Ask During Interview
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does this role fit into the overall customer service and relationship management strategy for the company?
- What opportunities are there for professional development and growth within the team and the wider organization?
- How does the company support work-life balance for employees working shifts and weekends?
- What is the company's approach to diversity, equity, and inclusion, and how is this reflected in the day-to-day work environment?
ASSUMPTION: These questions demonstrate a candidate's interest in the role, the company, and their long-term career growth potential.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant experience and skills for this role
- Prepare examples of how you have handled challenging customer situations in the past
- Follow up with the hiring manager one week after your interview to express your continued interest in the position
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
