Customer Service Representative (Fluency in English & French OR English & Spanish)

Job details

Experience - 1 to 3 Years

Key Responsibilities:

Provide empathetic and professional support to players, especially those who may be experiencing gambling-related harm.
Communicate company policies, responsible gambling tools, and available support options clearly and effectively.
Educate players on responsible gambling practices, including deposit limits, time limits, cooling-off periods, and self-exclusion options.
Identify warning signs of problem gambling and assess player well-being while maintaining privacy and confidentiality.
Handle customer complaints, escalations, and sensitive conversations in a calm, non-judgmental manner.
Refer players to appropriate responsible gambling resources, counselling services, and support organizations when required.
Ensure compliance with responsible gaming regulations and player protection requirements (e.g., AGCO, iGaming Ontario, AiGC, AGLC).
Accurately document customer interactions, responsible gambling interventions, and case details in CRM and support systems.
Utilize CRM platforms, live chat tools, and online gambling account management systems to deliver efficient customer support.
Collaborate with internal teams to promote responsible gambling initiatives and ensure regulatory compliance.

Job Requirements:

Fluency in English and French OR English and Spanish (Mandatory).
Excellent customer service, communication, and active listening skills.
Strong understanding of responsible gambling principles and harm prevention practices.
Knowledge of responsible gambling tools, self-exclusion programs, and player support resources.
Familiarity with responsible gaming regulations such as AGCO, iGaming Ontario, AiGC, and AGLC.
Ability to identify signs of gambling-related harm and respond with empathy and professionalism.
Experience handling customer complaints, escalations, and emotionally sensitive situations.
Proficiency in using CRM systems, live chat platforms, and customer support tools.
Strong documentation skills with excellent attention to detail.
High level of integrity, confidentiality, cultural sensitivity, emotional resilience, and patience.
Ability to work effectively in a fast-paced, customer-focused environment.

Educational Qualification: Graduate in any discipline (Bachelor's degree preferred).