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.
Reporting into one of our Customer Care Team Leaders, this role has the primary responsibility for overseeing inbound and outbound services (Telephone, Email, Live Chat and social media), providing a one stop solution for all Customer Operations & Responsible Gaming interactions. This will include reviewing member accounts and activities for makers of harm and concern, conducting appropriate member risk management, and reaching out to complete intervention contacts directly with members who present a high level of concern.
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.
The successful candidates will demonstrate good organisational, communication, and analytical skill sets, empathy and compassion, alongside effective questioning. They will be able to deal with issues independently and as part of a team even when working under pressure with tight deadlines.
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.
This is an office-based role and the candidate will need to be able to demonstrate they are able to commute to there place of work for all scheduled shifts as required.
LiveScore Group is home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today. We are passionate and excited about what we do in the Sports Media, Gaming and Betting sector and are proud of the high ratings we have achieved. We live our values, aiming to enhance and increase the enjoyment of sport through innovative products and immersive experiences. Trust is important in how we work, ensuring we are a collaborative unit who holds each other accountable. Relentlessly ambitious in everything we do, we embrace change and understand that failure is part of success.
We use our platform for positive social change and work to build a company our employees are proud to work for. We have a long-term commitment to diversity and inclusion. Our I.D.E.A (Inclusion, Diversity, Equality, Awareness) Forum is critical to our business and is embedded in our organisational structure to support a sense of belonging for everyone and to create a culture that allows all employees to thrive.
We know a job description can often deter an applicant who does not believe they match 100% of our requirements. If you are interested in this position and have relevant experience, then we would still love to hear from you.
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.
- Completing outbound/inbound contacts with our members via phone, Email and at times Live Chat.
- 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.
- 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
- Competitive Salary
- Performance bonus
- Onsite gym
