We are Kaizen Gaming
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 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
We are seeking a highly motivated and detail-oriented Back Office Agent to join our team. The ideal candidate will be responsible for analyzing the results of BPO vendors to ensure the best customer experience and maintaining a stable operational plan. This role involves supporting external functions, tracking current issues and solving problems by analyzing performance results.
As a Junior Back Office Agent, you will:- Collaborate with internal and external stakeholders to ensure excellent customer support;
- Participate in the Scrum process and monitor operational queues;
- Responsible for handling Special Cases (RG and DPO issues), collaborating with internal compliance and legal processes;
- Perform CSAT analysis, focusing primarily on promoters and passives, with occasional attention to detractors;
- Identify and highlight opportunities for process improvement;
- Conduct daily calls for alignment and improvement initiatives.
What you will bring
- Experience in online customer service;
- Product knowledge will be considered an asset;
- Strong analytical and prioritization skills;
- Active listening skills;
- Proficiency in PC skills and MS Office, G-Suite;
- Advanced communication skills;
- Availability to work in shifts (24/7), including weekends and holidays;
- Fluency in Spanish and English.
Kaizen Gaming Perks
- 🏃 A buddy will support you with your onboarding
- 💸 Competitive pay and bonus scheme
- 👩⚕️ Private health insurance for you and your family
- 💰 Monthly meal allowance
- 🤸 Multi-sport card
- ⭐Developmental 360° feedback framework
- 📚 Unlimited access to Udemy & continuous training
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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.