Back Office & Responsible Gaming Support Specialist

Kaizen Gaming; Ceuta; Presencial; EUR 18.000 - 26.000; Jornada completa

Descripción de la vacante

Kaizen Gaming is seeking a Back Office Agent to support back office operations and deliver excellent customer experience. You will handle inquiries across email, phone, chat, and other channels, while collaborating with internal teams to resolve issues.

You will also monitor player activity, assist with Responsible Gaming and data privacy requests, ensure compliance with regulations, and drive process improvements to boost efficiency.

Formación

• 1–2 years of experience in customer operations or back office
• Familiarity with CS systems and data management tools
• Strong attention to detail and organizational skills

Responsabilidades

• Provide customer support and monitor operational queues.
• Respond to inquiries via email, phone, chat or other channels.
• Collaborate with internal stakeholders to ensure quality support.
• Investigate and resolve routine inquiries and escalations.
• Escalate complex problems per guidelines.
• Support new processes and tools rollout.
• Follow policies, regulations and data protection standards.
• Ensure timely, accurate task completion to meet SLAs.
• Monitor Player Activity; handle Responsible Gaming cases.
• Address PSA (Possible Suicide Attempt) cases.
• Handle Data Privacy / Legal / Compliance requests.
• Identify workflow inefficiencies and propose improvements.

Conocimientos

Attention to detail

Organizational skills

Excellent communication skills

Proactive problem solving

Bilingual Spanish & English

Educación

Associate’s degree or equivalent in business/administration

Descripción del empleo

Kaizen Gaming is seeking a Back Office Agent to support back office operations and deliver excellent customer experience. You will handle inquiries across email, phone, chat, and other channels, while collaborating with internal teams to resolve issues.

You will also monitor player activity, assist with Responsible Gaming and data privacy requests, ensure compliance with regulations, and drive process improvements to boost efficiency.