Customer Success Advisor at LiveScore Group

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 Advisor 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