Customer Service Agent (iGaming)

Job summary

The agent is responsible for providing professional customer support via phone, email, and chat while ensuring compliance with AGCO regulations. They must also monitor player activity for responsible gaming and maintain accurate records within the CRM system.

Job details

Position Overview: The iGaming Customer Support Agent is responsible for delivering exceptional service to online players by handling inquiries, resolving issues, and ensuring compliance with Delta Bingo’s policies and Alcohol and Gaming Commission of Ontario (AGCO) regulations. This role requires professionalism, attention to detail, and a strong focus on responsible gaming practices. Key Responsibilities: * Provide professional, timely, and courteous customer support via phone, 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. Qualifications & Skills * Previous experience in customer service, preferably in online gaming, casino, or regulated industries. * Strong verbal and written communication skills. * Ability to handle multiple tasks and prioritize effectively in a fast-paced environment. * Knowledge of responsible gambling practices and Ontario iGaming regulations is an asset. * Proficiency with CRM software (Zendesk preferred) and Microsoft Office Suite. * Must maintain confidentiality and handle sensitive information with discretion.

What you’ll do

The agent is responsible for providing professional customer support via phone, email, and chat while ensuring compliance with AGCO regulations. They must also monitor player activity for responsible gaming and maintain accurate records within the CRM system.

Requirements

Candidates should have previous experience in customer service, preferably within regulated industries or online gaming. Proficiency in CRM software and strong communication skills are required to handle technical and account-related inquiries effectively.

Listed skills

• Customer service · Preferred
• Communication Skills · Preferred
• Problem solving · Preferred
• Technical Support · Preferred
• Microsoft Office Suite · Preferred
• Attention to detail · Preferred
• Regulatory Compliance · Preferred
• Conflict Resolution · Preferred
• Time management · Preferred
• Documentation · Preferred
• interpersonal skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Communication Skills
• Problem Solving
• Technical Support
• CRM Software
• Zendesk
• Microsoft Office Suite
• Attention To Detail
• Responsible Gaming
• Regulatory Compliance
• Conflict Resolution
• Time Management
• Documentation
• Interpersonal Skills
• Product Knowledge
• Technical Issues
• Professionalism
• Customer Relationship Management (CRM) Software
• Customer Support
• Customer Relationship Management
• Communication
• Confidentiality
• Marketing Operations
• Microsoft Office
• System Monitoring
• Prioritization
• Detail Oriented

Job areas

• Customer Service & Support
• Administrative
• Customer Service Agent
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

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