Bilingual Customer Service Agent
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Job Description
Agent service clientèle à distance pour Loto-Québec, soutenant les joueurs par téléphone et clavardage. Assistance aux comptes, transactions, produits et jeu responsable.
Responsibilities:
- Assist customers via chat and telephone and introduce them to the range of available products, services, and features
- Support customers with registration for the 2nd Chance promotion
- Provide basic technical support, including account creation, troubleshooting, restarting, and navigation
- Respond to inquiries about deposits, withdrawals, promotions, transactions, and account access
- Process account actions in accordance with established procedures
- Ensure the accuracy, confidentiality, and quality of responses
- Promote responsible gaming
- Maintain positive, professional, and personalized communication
- Support Loto-Québec users on lotoquebec.com, from account creation through deposits, withdrawals, and the products offered
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
- Experience with Microsoft Office and ticketing/call management tools is an asset
- Ability to work as part of a team in a fast-paced, continuously evolving environment
- Availability to work 35 to 40 hours per week, including evenings and weekends
- High-speed Internet connection (minimum 60 Mbps)
- Secure and quiet workspace in Québec
Benefits:
- 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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