Customer Service Agent

Job summary

The Customer Service Agent will resolve customer queries and troubleshoot issues across live chat, email, and phone channels. They are responsible for maintaining high service standards while meeting departmental quality and efficiency targets.

Job details

Company Description 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. In this role we're looking for someone willing to work nightshifts in a shift pattern of 4 days on and 4 days off. 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. Four consecutive days on followed by four days off. Rotate schedules based on our requirements. Shift Hours We schedule our nightshifts from: 9pm and 7am Please only apply if you are comfortable working nightshifts, including weekends on occasion. 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

The Customer Service Agent will resolve customer queries and troubleshoot issues across live chat, email, and phone channels. They are responsible for maintaining high service standards while meeting departmental quality and efficiency targets.

Requirements

Candidates must have at least one year of experience in customer service, contact centers, or related support roles. Proficiency in Microsoft Office and the ability to work night shifts in a 4-day on, 4-day off rotation are required.

Benefits

• Vacation
• Statutory holidays
• Performance bonuses
• Health insurance
• Company-matched pension plan
• Paid breaks
• Paid lunch hour
• Gym memberships

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Relationship Building · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Live chat support
• Email support
• Telephone support
• Problem-solving
• Relationship building
• Computer literacy
• Typing speed
• Microsoft Office
• Ticketing platforms
• Gaming industry knowledge
• Betting industry knowledge
• Hybrid Model
• Workplace Inclusivity
• Ethical Standards And Conduct
• Artificial Intelligence
• Customer Support
• Call Center Experience
• Customer Service
• Computer Literacy
• French Language
• Health Insurance
• Problem Solving
• Operations
• Troubleshooting (Problem Solving)
• Typing

Job areas

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

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