Customer Success Advisor
Full time
at LiveScore Group
in
Nigeria
Posted on April 16, 2024
Job details
Job title : Customer Success Advisor jobs in Lagos Job Location : Lagos Deadline : May 02, 2024 Quick Recommended Links 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.
- 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
- 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
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