Global Customer Service Quality Expert defining and driving quality standards across CMA CGM’s shipping network. Focused on service excellence, reducing customer effort, and enhancing the customer journey.
About the role
- Customer Support Representative providing timely support for English-speaking players at EveryMatrix. Delivering efficient customer service and collaborating with internal teams to resolve issues.
Responsibilities
- Deliver professional, friendly, and efficient customer support to English-speaking users across various channels.
- Resolve escalated player issues effectively and within SLA.
- Troubleshoot and resolve players issues related to accounts, payments, bonuses, games, and responsible gambling.
- Follow internal procedures and compliance requirements, especially in regulated markets.
- Collaborate with internal teams (Payments, Risk, Fraud, Casino, Sportsbook) to resolve more complex cases.
- Escalate and track bugs, outages, or player complaints using internal tools.
- Maintain up-to-date knowledge of products, promotions, and compliance requirements.
- Support retention and customer satisfaction goals by ensuring every interaction adds value to the player experience.
- Contribute to our knowledge base by suggesting improvements based on recurring customer issues.
Requirements
- Fluency in English (native or near-native).
- Previous experience in customer support, preferably in the iGaming industry or a fast-paced digital environment.
- Strong problem-solving and communication skills.
- A customer-first attitude with a proactive and empathetic approach.
- Ability to multitask and work in a shift-based environment, including evenings, weekends, and holidays.
- Basic understanding of iGaming products (casino, sportsbook, payments, bonuses) is a strong plus.
- Knowledge of responsible gaming practices and regulatory environments is nice to have.
- Experience working with B2C brands in online gaming, betting, or fintech is also nice to have.
Benefits
- Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
- Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
- Benefit from two Free Fridays each year, limited to one per quarter.
- 3 sick leave days per year, no doctor's note required.
- Daily catered lunch or monthly lunch allowance.
- Private Medical Subscription.
- Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
- Access to an Employee Assistance Program through TELUS Health.
- Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
- Amazing office space complete with its own pool and gym.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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