Customer Success Advisor at LiveScore Group – Apply Now

The Role

• The Customer Success Team’s main responsibility is to manage contacts (inbound and outbound calls, emails, social media posts, and chats), KYC, fraud, risk, and payment flows across our Sportsbook platform.
• The Customer Success Agent role will involve using third-party KYC providers, as well as using a variety of detection techniques, to identify high-risk accounts, detect unusual activity, investigate, and then close suspicious accounts to reduce risk and prevent revenue losses for the company while also tending to customers via our support channels.
• The position calls for keen attention to detail, sound judgment, the capacity for multitasking, and the ability to efficiently and promptly manage workload.

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