Customer Service Agent

VGW; Toronto; On-site; CAD 55,000 - 61,000; Full time

Job summary

VGW is hiring a Customer Service Agent in Toronto to support customers across our interactive entertainment brands. You will listen, empathize and troubleshoot, ensuring timely, accurate responses and maintaining high customer satisfaction.

The role requires working in-office twice a week with a shifting schedule and the ability to handle diverse personalities. You will use Zendesk and CRM best practices to resolve inquiries, document interactions, and escalate where needed.

Qualifications

• Customer-oriented and able to adapt to different situations.
• Ability to multitask, prioritise and manage time effectively.
• Familiarity with CRM systems and practices, desirable.

Responsibilities

• Maintain high customer satisfaction.
• Respond efficiently to customer inquiries.
• Follow established guidelines to provide solutions and alternatives within time limits; follow up to ensure resolution.
• Provide accurate information using the right tools.
• Ensure Zendesk tickets are updated and accurate.

Skills

Customer orientation

Multitasking

CRM systems

Troubleshooting

Tools

Zendesk

Job description

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.

We have an exciting opportunity to join our Customer Service Ops team in Toronto and are currently looking for a Customer Service Agents to join the team.

As a Customer Service Agent,you will be patient, empathetic, and communicative. You will put yourself in VGW customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to you. You are confident at troubleshooting and investigating if you don’t have enough information to resolve customer complaints. You value customer feedback.

The salary range for this role is CAD 55,000 to CAD 61,000 per year

This is an exisiting position within our team.

What You’ll Do:

• Maintain high customer satisfaction.
• Have the ability to adapt/respond to different types of personalities.
• Respond efficiently to customer inquiries.
• Follow established communication guidelines to provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Ensure Zendesk tickets are updated and information is accurate and up to date.

What You’ll Bring:

• Customer orientation and ability to adapt/respond to different situations.
• Ability to multi-task, prioritise and manage time effectively.
• Familiarity with CRM systems and practices, desirable.
• Ability to work under pressure.

Others:

Requires to work in the office twice a week
Work Schedule: Shifting schedule; 5x a week and 2 consecutive days off

About VGW

VGW is an interactive entertainment company, harnessing technology and creativity to deliver world-class, free-to-play online social games.

Our high-quality, acclaimed brands include Monopoly Match, Chumba Casino, Global Poker and LuckyLand Casino, which are enjoyed by millions of players in North America.

Our Social Plus games are based on a freemium model, meaning they are available to play at no cost, but include optional in-game purchases to enhance gameplay. We also offer sweepstakes promotions where players can collect free entries for the chance to win real-world prizes.

At VGW, one of our core values is “our players come first”. This means always striving to deliver a safe, responsible and positive player experience.

Why VGW?

At VGW, we’re more than just a team. We’re a diverse and inclusive group of individuals, each playing a vital role in our success.Our core values are clear and strong; we win together, do what’s right, put our players first and are powered by passion.

We believe in our people and are committed to creating an environment where everyone feels welcome, inspired, and supported. We recognise that life is more than just work - that’s why we’re all about flexibility so you can strike a healthy balance between your personal life and career. We’re also here to champion your growth in your current role and future aspirations, providing opportunities for learning and career advancement. And to top it off, we back this all up with competitive compensation, perks and benefits.

But it’s not all business. We inject fun into the workplace, celebrate together and create lasting memories, from a mix of in-person and online events, to social gatherings and much more.

It’s our combined skills, ideas and visions that drive us forward. Join us on this exciting journey, and together, we’ll achieve remarkable things.

VGW Canada Inc. is an equal opportunity employer and will provide reasonable accommodation for qualified individuals with disabilities throughout the recruitment and selection process. Please advise our Talent Acquisition Specialist in advance should accommodation be required.

We use an AI tool to help our Talent Acquisition team with note taking during screening interviews. Using this tool is optional. If you are invited to an interview, you will be given the opportunity to opt out if you choose to.