Backoffice Agent

Kaizen Gaming; Algeciras; Presencial; EUR 26.000 - 34.000; Jornada completa

Descripción de la vacante

Kaizen Gaming, the Betano team and a leading GameTech company, is looking for a Back office Agent in Spain to support internal operations and deliver excellent customer service. You will handle inquiries across channels, assist with Responsible Gaming processes, and work with multiple departments to resolve issues while adhering to data privacy and industry regulations.

Fluency in Spanish and English, an associate degree, and 1–2 years of experience are required; join a diverse team across 3

Formación

• Associates degree or equivalent in business or related field.
• 1–2 years in customer operations or back office.
• Strong attention to detail and organization.
• Fluency in Spanish and English.

Responsabilidades

• Provide customer support and monitor queues.
• Respond to inquiries via email, phone, chat as needed.
• Collaborate with internal stakeholders for excellent support.
• Investigate and resolve routine inquiries and escalated issues.
• Escalate complex problems following guidelines.
• Support new processes and tools.
• Adhere to policies, regulations and data protection.
• Ensure timely, accurate task completion to meet SLAs.
• Monitor Player Activity and Responsible Gaming cases.
• Handle Data Privacy / Legal requests.
• Identify workflow inefficiencies and propose improvements.

Conocimientos

Spanish

English

Attention to detail

Educación

Associate's degree

Herramientas

CS systems

Data management tools

Descripción del empleo

We are Kaizen GamingKaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 20 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are Kaizen GamingKaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 20 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

Let’s start with the role

The Back office Agent is responsible for supporting back office functions, aiming to provide excellent customer experience. Responsibilities involve handling tasks that are essential for the smooth operation of the business, including providing support to internal functions, tracking ongoing issues and involving the relevant teams to resolve problems. The role also includes handling customer inquiries and cases related to Responsible Gaming. This includes identifying, supporting, and assisting players who may be exhibiting signs of problem gambling or who are requesting help in managing their gaming activities. The agent will work closely with internal departments to ensure that all Responsible Raming guidelines and regulatory requirements are followed, providing players with a safe, supportive, and compliant gaming environment.

As a Back office Agent, you will

• Provide customer support and monitor operational queues.
• Respond to inquiries via email, phone, chat or any other channel, when required.
• Collaborate with internal stakeholders to ensure excellent customer support.
• Investigate and resolve routine customer inquiries and escalated issues.
• Escalate complex problems following the provided guidelines.
• Support the implementation of new processes and tools introduced to the team.
• Adhere to company policies, industry regulations, and data protection standards.
• Ensure the timely and accurate completion of assigned tasks to meet SLAs.
• Monitor and Review Player Activity, handle Responsible Gaming cases, implement Self-Exclusion Protocols and assist in Player Education.
• Handle Possible Suicide Attempt (PSA).
• Handle Data Privacy / Legal / Compliance-related requests.
• Identify inefficiencies in workflows and propose improvements to enhance productivity and processes.

What you will bring

• Associate’s degree or equivalent experience in business, administration, or a related field.
• Minimum 1–2 years of experience in customer operations or a back office role.
• Strong attention to detail and organizational skills.
• Familiarity with CS systems and data management tools.
• Excellent communication skills and a proactive approach to problem-solving.
• Fluency in Spanish and English

Recruitment Privacy Notice

Regarding the data you share with us, you may find and read our recruitment privacy notice here. We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.