VIP manager (IGaming) (offline)

About Us:

We are proud of two leading brands with a long history in the industry: one has been running successfully for 12 years and the other for 5 years. There are immediate plans to launch 2 more brands. Our experience and unique approach to work make us leaders in the world of gambling.

We have two international offices, giving us a global presence and the ability to interact with different cultures and markets.

We are a new company, bringing together experts with unique knowledge and experience, and we are committed to continued growth and success.

Responsibilities:

• Provide personalized assistance and resolutions for diverse customer inquiries via different channels (emails, Whatsapp etc.), ensuring an impeccable support experience;
• Stand bt the fulfillment support-related monthly and quarterly goals for quality, productivity, and customer satisfaction;
• Improve and optimize VIP value by maximizing conversion and retention opportunities utilizing VIP marketing initiatives and enhanced engagement skills;
• Proactively monitor and assess VIP players' interactions, activity, and needs. Keep records of customer interactions, transactions, comments, complaints, or opportunities for improvement;
• Collaborate closely with other teams to support the development and execution of retention campaigns and player activities. Inform customers about new marketing campaigns or different activities;
• Keep an eye on VIP player statuses and their engagement, offering timely support and solutions as necessary;
• Escalate different customer inquiries as per process and relay outcomes of investigations to VIP customers;
• Accomplish additional team tasks aimed at maximizing the lifetime value of VIP players, with a strong focus on issue resolution and assistance;
• Evaluate and improve support materials and processes, providing feedback and recommending enhancements to ensure VIP clients receive top-notch support.

Requirements:

• Knowledge of sales principles and methods;
• Excellent written communication skills;
• Customer Service Orientation;
• Able to maintain customer confidentiality;
• Attention to details;
• Teamwork;
• Persuasiveness;
• Stress tolerance.
• Problem-solving;
• Adaptability;
• Negotiation skills;

Our advantages:

• Working with gambling industry experts;
• Competitive salary in $, package of benefits;
• The work is completely remote;
• Opportunity to work in an international and multinational environment;
• Professional training and development;
• Opportunity to work in a team of professionals;
• Annual leave 21 days;
• Paid sick leave.