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DESCRIPTION
- Handle customers’ day to day queries, requests and potentially complaints, via chat and emails, including out of hours when necessary, to provide the VIP with personal and ‘competition beating’ service
- As part of your proactive daily routine, you will be carrying out daily review, overall monitoring as well as individual VIP performance and ensuring that bonuses, physical gifts and rewards are offered in accordance with business requirements
- Meet the team’s SLA’s in terms of satisfaction, quality and response time
- Contribute new ideas on how to improve the existing VIP processes and how to adapt or optimize our business targets
- Constantly work on improving your product knowledge in order to be able to communicate all industry updates to our VIP players
- Be part of workshops to improve the overall quality and communication of the team
- Work closely with the VIP Account Managers team regarding player’s queries, escalations and special cases handling
REQUIREMENTS
- Fluent English, both oral and written is a must
- Good knowledge of Microsoft Excel
- Very personable, sociable and enjoy talking to people from all walks of life
- Great organisation, relationship building, planning and prioritisation skills, with strong attention to detail
- Analytical mind and ability to manage promotional risk
- Self-starter with a positive, can-do attitude and good problem-solving skills
- Commitment to provide world-class service to valuable customers
- Available to work shifts & weekends (8:00 – 17:30, 13:45 – 23:15)