Light & Wonder is the global leader in cross-platform games and entertainment. The company brings together 5,000 employees from six continents to connect content between land-based and digital channels with unmatched technology and distribution. Guided by a culture that values daring teamwork and creativity, Light & Wonder builds new worlds of play, developing game experiences loved by players around the globe. The company’s OpenGaming(tm) platform powers the largest digital-gaming network in the industry. Light & Wonder is committed to the highest standards of integrity, from promoting player responsibility to implementing sustainable practices. To learn more, visit lnw.com.

The Customer Service Agent will be responsible for delivering professional, accurate, and timely service including contact handling, risk work and incident handling for b2c customers. This individual is a fantastic communicator with solid industry knowledge which enables them to assist customers and adhere to defined Service Level Agreements (SLAs).You will also need to be a flexible team player and available to work in a 24/7, shift work environment.

Primary Responsibilities

• Handling all customer contacts (phone, email & live chat), following the Customer Service guidelines & procedures in a timely manner as per the defined SLA’s.
• Proactively remaining current with internal customer service Standard Operating Procedures (SOPs)
• Investigating fraudulent player behavior, taking appropriate actions as per the SOP such as monitoring transactions & customer records via internal and external fraud prevention systems.
• Communicating through Customer Relationship Management and incident tools.
• Provide “Know Your Customer” and document verification services to customers.
• Additional tasks may be required including updating & creating SOP’s, investigating patron complaints, and outbound campaigns.

• 1-2 years of experience in a Customer Service position, preferably in a 24/7 Call Centre environment.
• High School diploma (or equivalent)
• Must be organized and detail oriented with a strong focus on providing superior Customer Service.
• Excellent written and verbal communication skills, capable of explaining technical issues in a comprehensive manner
• Strong time management skills that enable you to perform and deliver results with high work volumes.
• A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed.
• Enthusiastic and positive attitude, with a strong desire to learn all aspects of the business.
• Must be able and willing to operate in a 24/7, shift work environment.

Nice to Haves

• Previous experience in the Online Gaming industry
• Any technical certification or secondary education
• Experience in a 24/7 call centre

Salary: 18$/hr

Work shift: days or evenings. Must be available for both, shift will be assigned when the training period is completed.

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