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

Who we are

At NQX, we believe 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 user support by phone as well as on the chat platform. These calls and electronic conversations consist, without being limited to, of assisting customers throughout their entertainment experience, from the initial creation of the customer account on , to explaining deposit and withdrawal methods while 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 home, with our equipment.
• Fully paid training and coaching program.

Responsibilities

• Assist customers via chat/phone and present the range of products, services and features available.
• Support customers in signing up for the 2nd Chance promotion.
• Provide basic technical support (account creation, diagnostics, 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 knowledge of English is also required in order to serve customers in both languages across our province.
• Minimum typing speed of 30 words/minute.
• Good comfort with computers and contact center systems.

Assets and key skills

• Customer focus and listening skills.
• Analytical and problem-solving ability.
• Clear communication, verbal and written.
• Judgment, rigor and professionalism.
• Diplomacy, tact and courtesy.
• Experience with Microsoft Office and ticket/call management tools (an asset).
• Ability to work in a team within 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.