Backoffice Agent

About the Position

Backoffice Agent

Ceuta, Spain

We are Kaizen Gaming, the team powering Betano, 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?

Responsibilities

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.

Requirements

• 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

We Offer

• Opportunity to work in a leading GameTech company.
• Diverse and inclusive workplace.
• Competitive benefits and career growth opportunities.

About the Company

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.

Recruitment Privacy Notice

Regarding the data you share with us, you may find and read our recruitment privacy notice here.