Job Description

Let’s start with the role

The Back officeAgent 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

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