If it’s iGaming, we know a thing or two. At Light & Wonder, It’s all about the games, and our digital team leads the global iGaming market, providing jaw-dropping content and innovative software that powers the world's most successful online gaming providers.

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.

This role is on a shift pattern of 4pm - 12pm

• 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 center

Light & Wonder is an Equal Opportunity Employer and does not discriminate against applicants due to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If you’d like more information about your equal employment opportunity rights as an applicant under the law, please click here for EEOC Poster.