Customer Success Advisor needed at LiveScore Group

Job title : Customer Success Advisor

Job Location : Lagos

Deadline : May 02, 2024

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Key Responsibilities

  • Manage both incoming and outgoing calls.
  • Respond promptly and interact effectively with customers via a different number of channels, namely calls, emails, webchat, social media, and any other new channel.
  • Ensure that more complex customer issues are followed up and resolved in a timely manner (by following a defined escalation path when required).
  • Provide technical support to customers.
  • Proactively develop customer relationships by maintaining contact at an appropriate level.
  • Contribute to the ongoing development and improvement of the LiveScore Bet customer experience.
  • To satisfy customers, determine and evaluate their needs.
  • Establish long-lasting relationships and trust with customers through clear and active communication.
  • Act as an ambassador for the company as the first point of contact.
  • For Contact players to attempt age verification / perform security checks.
  • Identification of KYC documents and pay account documents.
  • Part of a team responsible keeping site free of cybercrime and underage activity.
  • Reviewing and performing KYC checks on member account registration across all our sites.
  • Provide accurate, valid and complete information by using the right methods/tools.
  • Address customer complaints, offer appropriate answer and solutions in a timely manner, and follow up to secure a resolution.
  • Follow communication procedures, guidelines and policies.
  • Initialising the Customer Due Diligence process, including conducting PEP and Sanction Checks.
  • Follow up politely to all customers & intending customers to attain satisfaction.
  • Recommend strategic and possible solutions on customers complaints.
  • Identification of suspicious activity using the fraud monitoring tool and other systems.
  • Reviewing and monitoring member account registration, deposit and withdrawal transactions.
  • Performing initial investigations and taking immediate corrective action to mitigate losses to the business.
  • Complete a variety of account and payment administration tasks relating to these issues.
  • Chargeback administration and case management.

Skills, Knowledge and Experience

  • Proven experience in the gaming industry or related field.
  • Good communication skills, both written and spoken, and good command of English (fluent).
  • Knowledge of Anti Money Laundering and Responsible Gaming detection methods and regulation.
  • Ability to manage workload effectively and in a timely manner.
  • Ability to multitask.
  • High level of customer service skills.
  • Excellent typing skills & experience of using Microsoft Word, Excel, internet and mobile applications.
  • A proven team player with a ‘can do’ attitude.
  • Flexible approach to working in a dynamic and often hectic environment.
  • Flexible and Reliable.
  • Ability to learn fast.
  • Have exposure to working in KYC, Fraud, Risk Management, or Payments.
  • High level of attention to detail and trustworthy.
  • Highly motivated and willing to learn and develop skills.
  • Team player and self-starter who is able to work on own initiative.
  • Numerate with excellent analytical skills
  • Proficient in the use of standard IT packages (especially Excel)
  • Accurate data input skills and attention to detail

What can we offer?

  • Private Healthcare Scheme
  • Contributory Pension Plan
  • Group Life and personal accident cover with COVID cover extension
  • Employee transit support
  • Breakfast
  • Leave entitlement
  • Celebration Moments
  • Learning and development options

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

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