Major duties & Responsibilities
1. Handling VIP queries via e-mail, chat and telephonically from the
VIP Desk.
2. Communicating Weekly Retention promotions, Special offers and
promotions to VIP’s. The VIP Host will be responsible to send personalized
communication to their allocated VIP’s.
3. Building relationships with VIP customers. VIP Hosts’ will be
assigned a portfolio of VIP customers.
4. Identifying new potential VIP customers and elevating them
according to the specified criteria as set out by the VIP Program.
5. Take actions where necessary to promote extended game play of VIP
customers and compensate VIP customers for losses through monitoring of VIP
activity on a daily basis.
6. Contacting Lapsed VIP customers as per weekly allocation from the
VIP Manager.
7. Resolve VIP queries, bonus requests, complaints, cashing queries,
concerns and escalate to VIP Manager where necessary.
8. Communicate and update VIP customers on their cashing: payments,
documents required and all cashing related VIP queries. Most importantly the
VIP Host will be responsible to contact their allocated VIP customers through a
proper tracking process to ensure that VIP customers receive their cashing
timeously and with the intention to get the VIP to re-deposit.
9. The VIP Host will be responsible to analyze daily reports
presented by the VIP Manager and provide feedback to Management on action
points to be taken on the previous day’s VIP player activity.
10. Identifying all VIP customers that qualify to be sent a gift based
on various alerts and reports sent daily. For example: big winners, big losers,
players that qualify for VIP status or being elevated to a higher VIP status as
defined through the VIP program, VIP birthday gifts and any ad-hoc gifts
requests.
11. Contacting VIP customers to confirm addresses, receipt of gifts
and other special arrangements.
12. Promoting all global Retention campaigns and Tournaments to VIP
customers.
13. Analysis of VIP financial history with the purpose to motivate
customized VIP promotions, special gift requests, ad-hoc complimentary bonus
requests.
14. Availability on phone outside of working hours, to solve urgent
VIP queries.
Experience required
1. Previous international account management/ sales experience.
2. Strong interpersonal, communication, organizational and
follow-through skills.
3. Must be willing to traveling when required to visit our overseas
VIP’s - several times a year.
4. Must be available to deal with urgent issues outside of working
hours.
5. Must be prepared to work additional hours.
Skills
1. Ability to provide outstanding customer service to high value
customers.
2. Ability to build relationships with customers with the aim to
increase monthly spend.
3. Ability to adjust priorities and manage time wisely in a
fast-paced environment.
4. Ability to maintain proper records, monitor customer activity and
provide workable suggestions to improve customer satisfaction.
5. Ability to communicate in a clear, concise, understandable manner,
and listen attentively to instructions.
6. Manages stress well.
7. Target driven and persistent in providing unsurpassed service to
VIP customers.
8. Travelled the world to an advantage.
9. English– Mother Tongue.