Customer Service Agent
Entain is looking for a Customer Service Agent to join its Canada Operations team. This hybrid-working role involves delivering exceptional service to customers of Sports Interaction, Canada's oldest online sportsbook and casino operator, through live chat, email, and phone channels.
The successful candidate will report to the Customer Service Manager and focus on resolving queries, troubleshooting issues, and creating positive customer experiences. The role requires flexibility to work a rotating shift pattern, including evenings and weekends, as the operation supports customers seven days a week.
- Resolve customer queries, using resources and knowledge acquired through training.
- Support customers across multiple channels: live chat, telephone, and email.
- Identify & act on opportunities to reinforce company strategy in the customer experience.
- Consistently meet quality, efficiency, and productivity targets set by the department.
- Previous customer service, contact centre, gaming, betting or office-based support experience (required).
- 1+ years of experience interpreting and responding to customer requests (required).
- Problem-solving skills (required).
- Experience building relationships with main partners for each assigned customer (required).
- Comfortable working across multiple systems (required).
- Good typing speed and computer literacy (required).
- Proficiency in Microsoft Office applications (required).
- Experience with customer support or ticketing platforms is advantageous (nice-to-have).
- French language skills are an asset but not essential (nice-to-have).
- 15 vacation days per year, plus statutory holidays.
- Quarterly performance bonuses up to 10%.
- Premium group health insurance (post probation), 80% employer covered.
- Company-matched private pension plan after one year.
- Two paid breaks and a paid lunch hour daily.
- Gym memberships after three months.
- Full-time schedules with a four on, three off rotation.
Entain is one of the world's largest sports betting and gaming entertainment groups and a FTSE 100 company. Formed when GVC Holdings rebranded as Entain in December 2020, its brands trace their history back to the 1880s and include bwin, Coral, Foxy, Gala, Ladbrokes and partypoker. Through its joint venture with MGM Resorts International, it powers BetMGM in the United States with its proprietary technology. Headquartered in London, Entain employs over 30,000 people with offices across 19 countries.