Backoffice Agent
Primary stack
Nice to have's
Job description
About the Position
We are looking for a Backoffice Agent to join Kaizen Gaming in Ceuta, Spain. As a Backoffice Agent, you will support back office functions and ensure excellent customer experience.
About the Company
Kaizen 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.
Responsibilities
- 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 work environment.
- Hybrid work location type.
Join Our Team
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.
Connect with us:
© Kaizen Gaming. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
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