VIP Account Manager (Support)

Employer: Blue Chameleon Tech
Domain:
  • Customer Support - Client Service
  • Internet - eCommerce
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 26.03.2019
    Short company description

    Located in the bustling city of Bucharest,
    Blue Chameleon Tech is a hub of international marketing and tech enterprise.

    Requirements

    - Excellence in the English language, if you're native that will be considered an advantage
    - A keen interest in the iGaming sector, entertainment and the mobile revolution
    - Excellent communication, organization and planning skills
    - Strong relationship building skills and an ability to build trust
    - Social and outgoing
    - Result-driven, focused and quick to take initiative
    - Structured, organized and able to prioritize
    - Strong insight into gambling, and high value players’ needs
    - Excellent sales and customer-oriented experience

    Responsibilities

    - Build rapport with VIPs to offer bespoke and proactive customer service.
    - Build strong customer knowledge in order to tailor promotions to VIPs and for any customer service needs.
    - Anticipating a player’s wants and needs to make for an optimal VIP player journey.
    - Working closely with other departments including Operations, Player Support, Finance, Payments and Marketing to provide the best possible customer experience.
    - Maintain an awareness of rival VIP Programs within the industry.
    - Contact VIPs via Chat, Phone, Email and SMS regarding account issues, promotions and other communications deemed necessary.
    - Individually check previous day’s top depositors, top winners and top losers and provide the necessary account handling.
    - Handle potential VIPs upon sign-up or after 7 days of activity based on deposits and Netcash.
    - Manage accounts and day-to-day occurrences such as Upgrades, Birthdays and VIP potential.
    - Contact VIPs on the spot based on the need of the business regarding account related issues.
    - Maintain Depositor and Active Retention KPIs across targeted
    VIPs.
    - Maintain quality service across all channels of communication.
    - Occasional handling of customer service chats in cases needed