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Responsible Gaming & Customer Service Executive – Dutch Market

NSUS Group

This is a Contract position in Vancouver, ia posted October 8, 2021.

We are currently seeking to fill the position of Responsible Gaming & Customer Service Executive
– Dutch Market to join our team in Canada Who are we?

From our humble beginnings, we have grown to a group of 200 people spanning the globe from our headquarters in Canada to our offices in Dublin, the Isle of Man, Malta and Seoul.

Specializing in investments, consulting and marketing, NSUS has been an integral part of the launch of several highly successful ventures, such as GGPoker, 2ACE, SlotVentures, just to name a few.

These brands are quickly turning into market leaders in the iGaming industry, providing fun and entertainment to millions of players around the world.

We are constantly on the lookout for passionate, creative, and dedicated people who love to deliver Answers.

The successful Dutch-speaking candidate will be an integral part of the newly-founded Ducth Market Hybrid Support/Responsible Gaming team.

This individual will be expected to help establish their team’s processes direction.

The singular focus is delivering the highest levels of service and protection possible to Dutch-speaking GGPoker customers.

Reporting directly to the Netherlands Support/Responsible Gaming lead, this team monitors player activities and liaises directly with players via email and live chat to resolve their queries, acting as friendly and knowledgeable customer-facing ambassadors for the GGPoker brand.

We believe we’re bringing something exciting and new to the table in terms of online gaming – are you interested in playing an important role in the evolution of the world’s most exciting card game, casino game and sports betting products?

You don’t need to be the Cincinnati Kid to join us, but someone with at least two years in the online gaming sector, matched with an ability to knuckle down and get the work done, will fit right in.

The core hours for this role will be 12:00-21:00, five days per week, including weekend hours (specific days each week to be decided by consultation and based on business needs).

What you must be able to do: Support: Respond to calls, emails, live chats and directly on Social Media; understand and follow various operational and regulatory processes, such as Know Your Customer (KYC), GDPR and account security best practices Monitoring: Monitor and maintain relevant risk triggers and act in accordance with policy and procedure; work closely with our MLRO (Money Laundering Reporting Officer) and raise internal STR (suspicious transactions report) when applicable Escalation: Provide a layer of escalation to the Customer Support team and the wider company for responsible gambling queries Interaction: Contacting customers to ensure that they are comfortable with their betting and gaming behaviour; paying attention to any signs or markers of harm Communication: Liaise with the team manager on a daily basis to ensure all customer interactions are carried out and recorded appropriately What you must have: Fluent/native level Dutch language skills (speaking, reading & writing) Excellent communication skills with fluent English Any responsible gaming experience would be a bonus Flexibility, versatility and in a position to work in accordance with the demands of the business Attention to detail Strong prioritisation, good decision-making skills, with ability to manage a high volume of tasks Good relationship-building skills Compassion is essential to this role What we’d like you to have: A passion for online gaming, including poker and sports betting (or at the very least be interested to learn about them) and knowledge of the online gaming industry An interest in being part of a friendly and enthusiastic team Your values: Integrity: Being dependable and following through on commitments.

Being open and honest when communicating with others.

Holding yourself accountable and owning up to your shortcomings.

Consistently chooses to do the right thing without exception on integrity issues and where we have responsibilities for our customers Collaborative: A willingness to find solutions to problems whilst working in a team unit Positive attitude: Finds a way to get things done, is open-minded to exploring new ways of achieving our collective goals, has a positive impact within the business Job Type: Permanent Additional pay: Bonus pay Benefits: Dental care Extended health care RRSP match Vision care Experience: customer service: 1 year (required) Language: Dutch (required) Work remotely: Temporarily due to COVID-19