VIP Account Manager

If you like a fast paced, dynamic and start-up work culture with full of passionate and enthusiastic mindsets, you’re most welcome to explore the opportunity. This is a chance to take part in an exciting journey as the company grows and expands its business at a rapid pace.

About the project

The role involves building solid relationships with valuable customers and providing superb service and gaming experiences tailored to them. Furthermore, the issues arising from or related to the assigned duties and tasks must be effectively handled.

Your key responsibilities include:

• Acting as a liaison between the company and VIP customers, striving to enhance the overall gaming experience and drive customer retention.
• React to VIP customer queries regarding financial transactions, betting activity and/or gaming queries, promo campaigns and personal bonuses and general information queries to provide a one-stop contact point.
• Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts, and escalations including out-of-office hours when necessary.
• Retain an overview of the situation even when there are many customer inquiries to deal with.
• Respond to player questions quickly and understandably. Be on hand to advise and help our customers in case of questions and problems.
• Ensure that regulated markets VIP customers are served in compliance with a specific license regulation.
• Apply Responsible Gaming practices in accordance with license requirements and established flows, escalating as needed following guidelines.
• Work alongside the Customer Support team, Technical Support team, Risk Manager, and Analytics department, and escalated VIP issues to be a priority for resolution.
• Constantly reactivate players with calls, emails, SMS, and chat.Collect customer data and insights to provide bespoke personalization of customer interaction.
• Monitor customer feedback regarding products or services to detect potential issues and ensure appropriate escalation to the Head of VIP.
• Articulate an extensive knowledge of our products which leads to resolving customer issues.
• Stay abreast of the latest updates in customer support processes and flows to deliver precise and current assistance to VIP players.
• Elevate sensitive and challenging cases according to the established protocols set by the Head of VIP or Head of Customer Support.
• Monitor VIP customer behaviours, interests, and trends to ensure that customer expectations are met.
• Collaborate with other departments to improve the overall customer experience.

Your expertise to meet the requirement:

• Proven experience in the online gaming industry, particularly in customer service or account management roles.
• Strong understanding of online casino games, sports betting, and the online gambling market.
• Organized, customer-centric, with good analytical skills, and focused on details.
• Discretion in handling customer’s information.
• Excellent communication and interpersonal skills, both written and verbal to effectively engage with VIP customers.
• Positive attitude and ability to drive excellent customer experience.
• Ability to build and maintain strong relationships with high-value clients.
• Knowledge of responsible gambling practices and regulations.
• Ability to work at flexible hours.
• Excellent time management, multitasking and problem-solving skills.
• Proficiency in English language.

We offer:

• Competitive salary
• Private health insurance
• Sports benefit
• Regular team and company events
• Comfortable and pet-friendly office in the centre of Tallinn
• Start your day any time between 7 AM -11 AM
• Corporate English classes with a cool teacher
• Paid Estonian Language courses
• Amicable work environment and supportive team members
• Kitchen with yummy and healthy snacks
• Real career opportunities and professional growth
• The great team across the world