Customer Service Manager leading teams, KPIs, and order - to - cash improvements. Supporting Prollenium’s Canadian medical - device and dermal - filler operations.
About the role
- Part-time remote customer service agent supporting Loto-Québec users by phone and chat. Handling accounts, transactions, technical support, promotions, and responsible gaming.
Responsibilities
- Provide user support by phone and through the chat platform
- Guide customers throughout their entertainment experience on lotoquebec.com
- Assist with the initial creation of customer accounts
- Explain deposit and withdrawal methods and address responsible gaming principles
- Provide basic technical support, including account creation, troubleshooting, restarting, and navigation
- Assist customers with all products offered on the website
- Present available products, services, and features
- Support customers with their registration for the 2nd Chance promotion
- Respond to inquiries regarding deposits, withdrawals, promotions, transactions, and account access
- Perform account actions in accordance with established procedures
- Ensure the accuracy, confidentiality, and quality of responses
- Promote responsible gaming
- Maintain positive, professional, and personalized communication
Requirements
- High school diploma or equivalent
- Minimum of 2 years of relevant customer service experience
- Fluency in spoken and written French
- For bilingual positions, proficiency in spoken and written English
- Minimum typing speed of 30 words per minute
- Strong computer skills and familiarity with contact center systems
- Analytical and problem-solving skills
- Clear verbal and written communication
- Sound judgment, attention to detail, and professionalism
- Diplomacy, tact, and courtesy
- Ability to work as part of a team in a fast-paced, constantly changing environment
- Availability to work 20 to 40 hours per week, including evenings and weekends, between 8:00 a.m. and 11:00 p.m.
- High-speed Internet connection of at least 60 Mbps
- Secure, quiet workspace in Quebec
Benefits
- Competitive wage of $18.50 per hour
- Additional bilingual premium of $1.50 per hour after training, where applicable
- The comfort of working from home, with equipment provided
- Fully paid training and coaching program
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