JOB OVERVIEW

We are seeking a dedicated and enthusiastic Customer Service Agents to join our team. In this role, you will be the first point of contact for our customers, providing exceptional service and support. Your primary responsibilities will include addressing customer inquiries, resolving issues, and ensuring a positive experience for every client.

REQUIREMENTS

• Proven experience in customer service or a related field is preferred.
• Previous customer service experience (iGaming, call centre, retail, or hospitality is an asset).
• Excellent communication skills and the ability to stay calm under pressure.
• Tech-savvy with strong Microsoft Office skills; CRM/ticketing experience is a plus.
• Flexibility to work evenings, weekends, and holidays on a rotating schedule.
• Proficiency in data entry with attention to detail.
• Ability to analyze customer needs and provide tailored solutions.
• Experience in sales or upselling techniques is a plus.
• Excellent phone etiquette and interpersonal skills.
• Multilingual abilities are an advantage in serving diverse clientele.
• A proactive approach to problem-solving with the ability to work independently as well as part of a team.
  Job Type: Full-time
  Pay: From $21.00 per hour

Benefits:

• Extended health care
• Life insurance
• On-site parking
• Paid time off

Application question(s):

• Please describe your experience using Zendesk or any similar customer support/ticketing system. What tasks did you perform using it?
• Tell us about any experience you have in the gaming or iGaming industry, or in a related customer service role. What did your responsibilities include?
• What hours and days are you available to work? Are you comfortable working evenings, weekends, and holidays on a rotating schedule?
• Are you able to commute to our Oakville office if required? If yes, please describe your typical commute.

Work Location: Hybrid remote in Oakville, O

• Provide professional, timely, and courteous customer support via email and chat for iGaming platform users.
• Respond to inquiries regarding account setup, deposits, withdrawals, game rules, and technical issues.
• Identify and escalate complex issues or potential regulatory breaches to the iGaming Supervisor.
• Maintain detailed records of customer interactions, ensuring accurate documentation in the CRM system.
• Monitor player activity for potential problem gambling behavior and follow responsible gambling protocols.
• Collaborate with other departments (e.g., IT, marketing, operations) to resolve customer issues efficiently.
• Stay up-to-date on iGaming products, promotions, and changes in regulatory requirements.
• Participate in training sessions to enhance product knowledge and customer service skills.