Loto-Québec Remote Work - Customer Service Agent (contract), bilingual or French

Who we are

At NQX, we believe that every customer interaction is an opportunity to create a positive and memorable experience. In partnership with our clients, we support thousands of customers every day in a dynamic and stimulating environment.

We champion empathy, authenticity and innovation. Recognized as one of the most admired corporate cultures in Canada (Waterstone ranking), we offer an environment where talent is developed and supported.

With our client Loto-Québec, your role will be to provide support to users by phone as well as through the live chat platform. These calls and electronic conversations consist, but are not limited to, assisting customers throughout their entertainment experience, from the initial creation of the customer account to explaining deposit and withdrawal methods, while also addressing the concepts of responsible gaming. Basic technical support is offered in addition to guidance across all products available on the site.

What we offer

• Competitive salary of $18.50/hour
  • Base salary: $17.00/hour
  • Complementary bilingual bonus of $1.50/hour after training, if applicable
• The comfort of working from your home, with our equipment.
• Fully paid training and coaching program.

Responsibilities

• Assist clients via live chat/phone and present the range of products, services and features available.
• Support clients in their registration for the 2nd Chance promotion.
• Provide basic technical support (account creation, diagnosis, restart, navigation, etc.).
• Respond to information requests (deposits, withdrawals, promotions, transactions, account access).
• Perform account actions according to established procedures.
• Ensure the accuracy, confidentiality and quality of responses.
• Promote responsible gaming.
• Maintain positive, professional and personalized communication.

Desired profile:

Essential requirements

• High school diploma or equivalent.
• Minimum 2 years of relevant customer service experience.
• Proficiency in French, spoken and written. Unilingual French-speaking positions are available.
  • Bilingual English positions are also available. For these positions, spoken and written English proficiency is also required in order to serve clients of our province in both languages.
• Minimum typing speed of 30 words/minute.
• Good comfort with computers and contact center systems.

Assets and key skills

• Customer focus and active listening.
• Analytical and problem-solving skills.
• Clear communication, verbal and written.
• Judgment, rigour and professionalism.
• Diplomacy, tact and courtesy.
• Experience with Microsoft Office and ticket/call management tools (an asset).
• Ability to work as part of a team in a fast-paced and constantly evolving environment.

Special Conditions

• Availability : 35 to 40 hours/week, including evenings and weekends (shifts from 8:00 a.m. to 11:00 p.m.).
• Contract : From October to January with the possibility of extension depending on performance and operational needs.
• Remote work : high-speed Internet connection (min. 60 Mb/s) and a secure, quiet workspace (closed room, locked door, confidential environment), in Quebec .

Training start: October 28 2026