Customer Service Agent

Entain Group; Quebec; Hybrid; CAD 42,000 - 44,000; Full time

Benefits offered by this job

Hybrid work model

Hybrid in Canada with training at Kahn

Quarterly bonus up to 10%

Office-based training at Kahnawake

Job summary

Entain Group in Canada is seeking a Customer Service Agent to join the Sports Interaction support team. You will be the first point of contact for customers via live chat, email, and phone, resolving queries, troubleshooting issues and delivering positive experiences.

Ideal candidates have prior customer service or contact centre experience, proficiency with MS Office, and comfort using multiple systems. French is a plus but not required; hybrid work with weekly training at the Kahnawake office

Qualifications

• Experience in customer service or contact centre environments.
• Ability to interpret and respond to customer requests.
• Problem solving and relationship-building with partners.
• Comfort working across multiple systems and tools.
• Good typing speed and computer literacy.
• Proficiency with Microsoft Office applications.
• Experience with customer support or ticketing platforms is advantageous.
• French language skills are an asset but not essential.

Responsibilities

• Be the first contact for customers via live chat, email and phone.
• Resolve queries and troubleshoot issues to deliver positive experiences.
• Support customers of Sports Interaction with professional service.

Skills

Customer service

Ticketing systems

Problem solving

Multisystem navigation

Typing speed

MS Office

Customer support platforms

French language (asset)

Tools

Microsoft Office

Ticketing platforms

Job description

• Advertising Department: Sportsbook & Gaming
• Compensation: CAD 41600 - CAD 44000 - yearly

Company Description

Sports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it's your game. So let's win together!

Job Description

We're looking for Customer Service Agents to join our growing team supporting Sports Interaction, Canada's oldest online sportsbook and casino operator.

You will report in to the Customer Service Manager, and as a Customer Service Agent, you'll be the first contact for our customers, delivering exceptional service through live chat, email and phone. You'll help resolve queries, troubleshoot issues and create positive customer experiences.

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.

Compensation and Benefits:

• Pay: $41,600-$44,000/year, determined by experience. 40 hours paid weekly.
• Bonus: Quarterly performance bonuses up to 10%.
• Insurance: Premium group health insurance (post probation), 80% employer covered
• Retirement: Company-matched private retirement 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.

Qualifications

What We're Looking For

• Previous customer service, contact centre, gaming, betting or office-based support experience.
• 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

7:00am and 1:00am

• 7:00am to 5:00pm
• 8:00am to 6:00pm
• 9:00am to 7:00pm
• 10:00am to 8:00pm
• 11:00am to 9:00pm
• 12:00pm to 10:00pm
• 1:00pm to 11:00pm
• 3:00pm to 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 have base at our Kahnawake office, which is located on Montreal's South Shore by our company.

• First 6 weeks of paid training completed in person.
• Following on from training, employees will work in a hybrid model.
• Typically one office day per week, depending on requirements.
• You will commute reliably to the Kahnawake location for both training and ongoing office attendance.

Diversity, Equity & Inclusion

At Entain, we know that great ideas come from diverse perspectives. We are committed to creating an inclusive workplace where everyone feels respected, supported and able to excel.

We welcome applications from people of all backgrounds, experiences, identities and abilities. If you require any reasonable adjustments during the recruitment process, please let us know and we'll be happy to support you.

#LI-Hybrid

This is a hybrid remote/in-office role.

Job Location