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Bilingual Call Center Analyst

Location: 

Moncton, NB, CA, E1H 2R6

Requisition ID:  7775

IGT is the global leader in gaming. We enable players to experience their favorite games across all channels and regulated segments, from Gaming Machines to Lotteries to Interactive. We have a well-established local presence and relationships with governments and regulators in more than 100 countries around the world, and create value by adhering to the highest standards of service, integrity, and responsibility. IGT has over 12,000 employees.

The SPIELO brand represents a complete range of end-to-end gaming products for diverse gaming segments, including distributed government-sponsored markets, commercial casino markets, and Amusement With Prize (AWP) markets.

Responsibilities

Are you passionate about helping people have fun? Our player support center has immediate needs for an energetic and personable agent. As part of our service team this role will be responsible for answering first line queries and provides world class customer care for our online players. Agents will respond to inbound inquiries regarding basic set up and account management.
•    Provide players with effective and timely first-level account support such as passwords, fund transfers, account set up and privileges and connections
•    Handling inbound customer requests via email or telephone
•    Using our internal tracking system, document and track the nature and scope of issues and the actions taken to resolve the call
•    Escalate issues that cannot be resolved by first level per internal protocols
•    Informing players about current promotions
•    Providing players with accurate information regarding game guidelines and rules
•    Assisting our fraud and security agents with related issues

Schedule

Shift: Tuesday - Saturday, 5pm - 1am Atlantic 

        ***Shifts do not rotate, this will be the shift for the foreseeable future***

First 3 weeks will be training:

Training: Monday - Friday, 9am - 5pm Atlantic *for up to 3 weeks. 

Qualifications

  • Excellent communication skills, both written and verbal in both English & French
  • Minimum 1-year customer service experience in a Contact Center environment
  • General computer experience required, including the ability to type and navigate the internet
  • Knowledge of Poker and Bingo is an asset, however training will be provided
  • Must be a team player and a quick learner
  • Patient and customer focused
  • Must be available for shift requirements

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

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IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve, creating a fair and inclusive culture that enables all our employees to feel valued, respected and engaged.  IGT is an equal opportunity employer. We provide equal opportunities without regard to sex, race, color, religion, age, national origin or ancestry, disability, veteran status, sexual orientation, genetic information, gender identity or expression, marital or family status, and any other personal attributes protected by federal, provincial or other laws. We thank all applicants for applying; however, only those selected to interview will be contacted.

IGT (NYSE: IGT) is the global leader in gaming.  For more information, please visit www.igt.com.