Customer Care Advisor

7 months ago

Cape Town, South Africa Wonderlabz Full time

**The Role**

LiveScore Group are working to scale up LiveScore Bet's **Dutch Speaking Customer Care department** for their growing sportsbook, LiveScore Bet. As a Customer Care Advisor, you will be part of a dedicated team based in our Cape Town office.

We are looking for talented individuals who are enthusiastic and have a keen interest in Responsible Gambling, Anti Money Laundering, Affordability, and compliance within the gambling space.

You will also be responsible for the quality of service offered to our players, enhancing the customer experience and deliver a first-class customer service.

The Sportsbook Customer Care team will operate 24/7 365 and this role will be working an average 40 hours a week, largely dictated by the sporting events calendar.

**Key Responsibilities**
- Respond professionally to a range of Live Chat queries across multiple customers via our customer service software
- Take inbound calls from new and existing customers providing solutions and supporting bet queries
- Listen, probe and investigate enquiries to determine the underlying needs of the customer
- Communicate in a prompt, polite and clear manner
- Address any issues of conflict or complaint
- Remain vigilant of any suspicious activity and escalate accordingly
- Playing a pivotal role in identifying potential risk to members through account reviewing and affordability trigger work streams, taking the decision to act when identifying markers of harm and behavior changes.
- Use a variety of investigative methods to find and identify member source of funds and to assess the risk and propensity of member activities.
- Effective navigation and management of our back-office tools and alerts to complete a variety of safer gambling and AML reviews in an effective way to provide a smooth customer journey.
- Verification of source of funds and source of wealth documentation and accessing risk of members spend and affordability.
- Perform direct and discreet background enquires information on new and existing members through a variety of research and investigation techniques
- Adherence to Player Protection policies and processes, assessment of how and when to interact including recording, reviewing and rationale for decisions made
- Keeping accurate records of your observations, interactions and actions; using your judgement to decide when follow-up contact would be most effective.

**Key Skills/Experience**
- Ability to communicate to customers via all contact channels in Dutch
- Previous customer service and problem-solving experience
- Excellent listening skills and the ability to identify the customers issue and adapting approach accordingly
- Be IT literate with good written and verbal communication skills
- Flexibility, drive and an enthusiasm to succeed
- Investigation, risk analysis, assessment, and decision-making skills
- Strong organisational and prioritisation skills
- Adaptability to changing procedures and flexibility to ways of working
- Ability to multi-task and deliver to a tight deadline and remain calm under pressure
- Good attention to detail and accuracy within work
- Ability to work both independently and as part of a wider team

**What we can offer?**
- Competitive Salary
- Performance bonus
- Onsite gym

**About Us**

Welcome to LiveScore Group. We are home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today.

Whether it is LiveScore delivering real-time sports scores or free-to-air live streams to its users across 200 territories, or LiveScore Bet and Virgin Bet offering innovative and trusted sportsbook betting opportunities, we bring our audiences closer than ever to the sports they love with our best-in-class products.

This is a truly exciting time to consider joining our team within the LiveScore Group. Across our core brands at LiveScore, LiveScore Bet and Virgin Bet we are offering the chance to work in the heart of the sport industry, as we look to quickly expand our successful, privately-owned business.

With offices and roles based in London, Stoke, Galway, Vienna, Gibraltar, Lagos and Malta, our staff are part of a truly international business that is training and growing together, and empowered to build a bright and rewarding future.

**_ As a responsible employer and operator we are committed to preventing gambling related harm to our employees as well as our customers._**
**_A key element of this role will be ensuring optimum customer experience by placing test bets, therefore we do not consider this role to be suitable for applicants who have actively GamStopped._**
**_If you are experiencing gambling related harm, please consider whether this may be a trigger for you before applying. For support we recommend you reach out to our friends at _**_Contact Us - GamCare_**_._**:

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