Kaizen Gaming Careers - Backoffice Agent

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 17 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 live monitoring, reporting and analyzing the results of BPO providers, ensuring the best customer experience, maintaining a stable operational plan and achieving KPIs . This role involves supporting external functions,reporting and tracking current issues and performance and solving problems by analyzing performance results.

As a 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;
Conduct tCSAT analysis, focusing primarily on promoters and detractors, with occasional attention to passives;
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, reporting and prioritization skills;
Active listening skills;
Out of the box thinking by challenging the status quo;
Proficiency in PC skills and MS Office, G-Suite;
Advanced communication skills;
Availability to work in shifts, including weekends and holidays (excluding night shifts);
Fluency in Romanian & advanced English skills.

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.

Backoffice Agent

Customer Operations

Bucharest, Romania