• Application Deadline:
• Position: Customer Success Advisor


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Customer Care 
  

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