Customer Service Agent

Job summary

Resolve customer queries and troubleshoot issues through live chat, telephone, and email, using knowledge and resources gained through training. Deliver positive customer experiences while reinforcing company strategy and meeting quality, efficiency, and productivity targets.

Job details

Company Description About Entain There's nothing like a career at Entain. We're a leading, global sports betting and gaming company and we're upping the excitement and increasing player safety. We're a FTSE company with iconic brands including Ladbrokes, Coral, BetMGM, Eurobet and bwin, and we have an energy that drives us to perform at the height of our potential. Whether you're an engineer, marketer or retail specialist, a career here is a complete game changer. Job Description This is a replacement, hybrid-working role. As a Customer Service Agent, you will be responsible for delivering exceptional service to our Sports Interaction (Canada's oldest online sportsbook and casino operator) customers through live chat, email and phone. Reporting to the Customer Service Manager you will be part of our Canada Operations - Customer Service team, who help resolve queries, troubleshoot issues and create positive customer experiences. Salary range for this role, based on experience level is C$41,600 - C$44,000. This is an excellent opportunity for individuals with customer service, contact centre, hospitality, gaming or office-based support experience who enjoy helping people and solving problems. You Will: Resolve customer queries, using resources and knowledge acquired through training. Support customers across multiple channels: live chat, telephone, and email. Identify & act on opportunities to reinforce company strategy in the customer experience Consistently meet quality, efficiency, and productivity targets set by the department. Qualifications What We're Looking For: Previous customer service, contact centre, gaming, betting or office-based support experience. 1+ years of experience interpreting and responding to customer requests skills. Problem-solving Experience building relationships with main partners for each assigned customer. Comfortable working across multiple systems. Good typing speed and computer literacy. Proficiency in Microsoft Office applications. Experience with customer support or ticketing platforms is advantageous. French language skills are an asset but not essential. Working Pattern Our operation supports customers seven days a week. Shift Pattern 4-day working week, 10-hour shifts. Three consecutive days off every week. Rotate schedules based on our requirements. Work pattern will typically be: Sunday to Wednesday, or Wednesday to Saturday Shift Hours We schedule shifts between: 7:00am and 1:00am Please only apply if you are comfortable working a rotating schedule, including evenings and weekends. Our needs determine shift patterns, and we require flexibility across all shift times. Additional Information Hybrid Working & Location You will be based at our Kahnawake office, which is located on Montreal's South Shore. First 6 weeks of paid training completed in person. Following on from training, employees will work in a hybrid model (typically 1 office day per week). Benefits At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire you. Join us, and a great compensation package is just the beginning. You can expect to receive benefits like: Vacation/Holiday: 15 vacation days per year, plus statutory holidays. Bonus: Quarterly performance bonuses up to 10%. Insurance: Premium group health insurance (post probation), 80% employer covered Retirement: Company-matched private pension plan after one year. Additional Perks: Two paid breaks and a paid lunch hour daily, gym memberships after three months, full-time schedules with a four on, three off rotation. How we use Artificial Intelligence (AI) in recruitment We may use approved AI tools to make recruitment simpler and more efficient, while keeping people at the heart of what we do. These tools support our teams and give them more time to focus on you. Fairness, transparency and trust Our recruiters and hiring managers oversee how we use AI and remain responsible for hiring decisions. These tools support administrative aspects of the recruitment process, giving our teams more time to focus on you We're open about its use and handle your information following our Job Applicant Privacy Notice. AI supports our decisions, it doesn't make them. Equal Opportunities. If you need any reasonable adjustments at any stage of the recruitment process, please contact us and we'll support you. We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves. We're an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on age, disability, gender or gender reassignment, pregnancy or maternity, race, religion or belief, sexual orientation, marriage/civil partnership, or any other basis. We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally. #LI-Hybrid Advertising Department: Sportsbook & Gaming Referral Band: ♥ Compensation: CAD 41600 - CAD 44000 - yearly

What you’ll do

Resolve customer queries and troubleshoot issues through live chat, telephone, and email, using knowledge and resources gained through training. Deliver positive customer experiences while reinforcing company strategy and meeting quality, efficiency, and productivity targets.

Requirements

Applicants should have customer service, contact centre, gaming, betting, or office-based support experience, including at least one year interpreting and responding to customer requests. They should be comfortable using multiple systems, have strong problem-solving and relationship-building skills, good typing speed and computer literacy, and proficiency in Microsoft Office; French is an asset but not required.

Benefits

• 15 Vacation Days
• Statutory Holidays
• Quarterly Performance Bonuses
• Group Health Insurance
• Employer-Covered Insurance Premiums
• Company-Matched Private Pension Plan
• Paid Breaks
• Paid Lunch Hour
• Gym Membership

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Troubleshooting · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Problem-Solving
• Customer Relationship Building
• Live Chat Support
• Telephone Support
• Email Support
• Multichannel Customer Support
• Troubleshooting
• Computer Literacy
• Typing
• Microsoft Office
• Customer Support Platforms
• Ticketing Platforms
• Quality Target Achievement
• Efficiency Target Achievement
• Productivity Target Achievement
• Hybrid Model
• Workplace Inclusivity
• Ethical Standards And Conduct
• Artificial Intelligence
• Customer Support
• Call Center Experience
• French Language
• Health Insurance
• Problem Solving
• Operations
• Troubleshooting (Problem Solving)

Job areas

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

More jobs from Entain