Position Overview:
The iGaming Customer Support Agent is responsible for delivering exceptional service to online players by handling inquiries, resolving issues, and ensuring compliance with Delta Bingo’s policies and Alcohol and Gaming Commission of Ontario (AGCO) regulations. This role requires professionalism, attention to detail, and a strong focus on responsible gaming practices.
Key Responsibilities:
- Provide professional, timely, and courteous customer support via phone, email, and chat for iGaming platform users.
- Respond to inquiries regarding account setup, deposits, withdrawals, game rules, and technical issues.
- Identify and escalate complex issues or potential regulatory breaches to the iGaming Supervisor.
- Maintain detailed records of customer interactions, ensuring accurate documentation in the CRM system.
- Monitor player activity for potential problem gambling behavior and follow responsible gambling protocols.
- Collaborate with other departments (e.g., IT, marketing, operations) to resolve customer issues efficiently.
- Stay up-to-date on iGaming products, promotions, and changes in regulatory requirements.
- Participate in training sessions to enhance product knowledge and customer service skills.
Qualifications & Skills
- Previous experience in customer service, preferably in online gaming, casino, or regulated industries.
- Strong verbal and written communication skills.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Knowledge of responsible gambling practices and Ontario iGaming regulations is an asset.
- Proficiency with CRM software (Zendesk preferred) and Microsoft Office Suite.
- Must maintain confidentiality and handle sensitive information with discretion.
