Junior Backoffice Agent

We are Kaizen Gaming

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.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

Let’s start with the role

The Junior Backoffice Agent, is responsible for the support of the back office functions, aiming to provide the best customer experience. Their responsibilities involve handling tasks that are essential for the smooth operation of the business, providing support to the internal functions, tracking the current issues Involving specific areas to solve the problems, among other support activities.

As a Junior Backoffice agent, you will:

• Provide customer support.
• Respond to email, Phone, Chat or any other channel inquires (when it is needed)
• Collaborate with internal stakeholders to ensure excellent customer support
• Investigate and resolve routine customer inquiries and escalated issues
• Monitor operational queues
• Escalate complex problems following the given guidelines
• Support the implementation of new processes and tools introduced to the team.
• Ensure timely and accurate completion of assigned tasks to meet SLAs.
• Monitor and Review Player Activity
• Handle Responsible Gaming Cases
• Implement Self-Exclusion Protocols
• Maintain Compliance
• Assist in Player Education
• Identify inefficiencies in workflows and raise proposals to enhance productivity and improve processes.

What you will bring:

• High school diploma or equivalent (Associate’s degree preferred).
• No prior experience required; experience in a customer support or administrative role is a plus.
• Good knowledge of data entry and Microsoft Office Suite.
• Strong attention to detail and a willingness to learn.
• Good communication and teamwork skills.
• Advanced English and Spanish.

Kaizen Gaming Perks

• 🕑 Hybrid way of working
• 🏃 A buddy will support you with your onboarding
• 💸 Competitive pay and bonus scheme
• 👩‍⚕️ Private health insurance for you and your family
• 💰 Monthly meal allowance
• ⭐Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training
• 👨‍👩‍👧‍👦 Family Support
• 🚗 Transportation allowance
• #LI-Hybrid

Recruitment Privacy Notice

Regarding the data you share with us, you may find and read our recruitment privacy notice here. (https://careers.kaizengaming.com/recruitment-notice/)

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.

- Provide customer support via email, phone, and chat. - Collaborate with internal stakeholders and investigate customer inquiries. - Monitor operational queues and escalate complex problems. - Support new process implementations and ensure timely task completion to meet SLAs. - Monitor and review player activity, handle responsible gaming cases, and implement self-exclusion protocols. - Maintain compliance and assist in player education. - Identify workflow inefficiencies and propose improvements. - High school diploma or equivalent (Associate’s degree preferred). - No prior experience required; customer support or administrative role experience is a plus. - Good knowledge of data entry and Microsoft Office Suite. - Strong attention to detail and a willingness to learn. - Good communication and teamwork skills. - Advanced English and Spanish proficiency.