Job Description
Rozert OÜ is an international product company developing innovative technological solutions in areas such as sports and finance industries since 2014. We make our products simple and convenient for our users. We design product functionality with complex mechanics, and constantly review our methods of operation that are familiar to the market - while striving to be the best on the market.
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.
You key responsibilities:
- Review performance On a regular basis and execute offers for onboarding, retention, and reactivation of high-value customers
- React to VIP customer queries regarding financial transactions, betting activity and/or gaming queries 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
- Develop and execute VIP promotions (Casino and Sports), analyzing campaign ROI to make improvements on future plans
- Ensure that VIP customers are served in compliance with MGA regulations.
- Apply Responsible Gaming practice and escalate RG cases to Head of Customer Support.
- Work closely with the CRM team to properly segment promotional offers and rewards
- Work alongside the customer service team, and analytics departments and escalate VIP issues to be a priority for resolution
- Monitor and analyze the VIP database daily and take appropriate actions to ensure maximum value through their life cycle
- Constantly reactivate players with calls, emails, SMS, and chat.
- Project and manage VIP initiatives with key stakeholders
- Collect customer data and insights to provide bespoke personalization of customer interaction
Requirements
Your expertise to meet the requirement:
- You have experience of work on MGA-regulated markets
- You have expertise in Responsible Gaming practices
- You have excellent communication skills
- You have a great command over the English languages, both spoken & written.
- You are cooperative and can streamline communication processes between departments
- You are organized: plan effectively and efficiently through good time management, and able to deliver on time
- You have high attention to the details
- You have an excellent decision making quality: long and short term decisions considering various inputs
- You have an extensive understanding of the industry
Company offers
We offer:
- Competitive salary
- Private health insurance
- Sports benefit
- Regular team and company events
- Comfortable and pet friendly office in the centre of Tallinn
- Corporate English classes with a cool teacher
- Paid Estonian Language courses
- Amicable work environment and supportive team members
- Real career opportunities and professional growth
- The great team across the world