Customer Service Specialist

Job title : Customer Service Specialist

Role Description

• This is a full-time role for a Customer Service Representative, based in Lagos. Our customers trust us with their money, and how we respond when something goes wrong — a delayed withdrawal, a disputed settlement, a verification issue — defines whether they stay. You'll be the voice of 247Bet across live chat, email, and social channels, resolving queries quickly, accurately, and with genuine care. Support runs around the clock in betting, so this role involves shift work, including evenings, weekends, and major match days. This is a role for someone patient under pressure, sharp with detail, and motivated by actually solving the customer's problem rather than closing the ticket.

What You'll Do

• Respond to customer queries across live chat, email, in-app support, and social media within agreed response times
• Resolve first-line issues covering registration, KYC/verification, deposits, withdrawals, bet settlement, bonuses, and app usage
• Investigate account and transaction queries accurately using our back-office tools before responding
• Escalate complex cases — payment failures, settlement disputes, suspected fraud — to the right team with complete, well-documented context
• Identify customers showing signs of gambling harm and apply our responsible gambling procedures with care and discretion
• Follow KYC, AML, and regulatory requirements in every customer interaction
• Log all interactions properly and contribute to help-centre articles and canned responses
• Feed recurring customer pain points back to product and engineering so root causes get fixed
• Support customers during peak periods — big fixtures, promotions, and launch campaigns — where volumes spike sharply

What We're Looking For

• 1–3 years of customer service experience, ideally in a high-volume digital environment (betting, fintech, banking, telecoms, or e-commerce)
• Excellent written English — clear, warm, and error-free, because most of our support is chat and email
• Fluency in Nigerian Pidgin and the ability to switch registers naturally depending on the customer
• Strong attention to detail when reviewing accounts and transactions — a wrong answer about money is worse than a slow one
• Calm, professional handling of frustrated customers, including on public social channels
• Comfort working shifts, including nights, weekends, and public holidays on a rota
• Basic digital fluency — able to work across a helpdesk platform, back-office tools, and spreadsheets simultaneously
• Empathy, patience, and sound judgement on when to resolve versus when to escalate
• A minimum of OND/HND/Bachelor's degree in any discipline

Nice to Have

• Experience in a sports betting or gaming support team, with knowledge of common bet types and settlement rules
• Genuine interest in football and familiarity with how Nigerian bettors talk about the game
• Ability to support customers in Yoruba, Hausa, or Igbo
• Experience with helpdesk/CRM tools (Zendesk, Freshdesk, Intercom, or similar)
• Familiarity with responsible gambling principles and vulnerable customer handling
• Experience handling customer interactions on X (Twitter), Instagram, and WhatsApp