Customer Service Agent

About the role

VGW is seeking Customer Service Agents to join its Toronto Customer Service Ops team. You will act as the voice of our players, providing empathetic, patient support and advocating for their needs.

Key responsibilities

• Maintain high customer satisfaction by responding efficiently to inquiries.
• Follow established communication guidelines to deliver appropriate solutions within set time limits.
• Provide accurate, complete information using the right tools and methods.
• Update and manage Zendesk tickets, ensuring information is current.
• Adapt to various customer personalities and follow up to ensure issue resolution.

Required profile

• Excellent communication and customer‑orientation.
• Ability to adapt, multitask, prioritize and manage time effectively.
• Comfort working under pressure.
• Familiarity with CRM systems is desirable.

Required skills

• Zendesk ticketing system.
• CRM platforms.

What we offer

• Competitive salary range CAD 55,000 – 61,000 per year.
• Shifting schedule, five days a week with two consecutive days off.
• Hybrid work mode – office attendance twice a week.
• Inclusive, diverse culture with opportunities for growth and career advancement.