VIP Manager - Online Gaming & Entertainment Call Center

Job Summary
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VIP Manager Position – Online Gaming & Entertainment. The main objective of this position will be to maintain both existing and successors VIP’s by growing and actively managing the VIP Accounts.

To create,  implement effective account plans and campaigns, to successfully cross-sell, grow, reactive and acquire new VIP accounts.

Minimum requirements will entail:

  • Matric or equivalent Senior Secondary Qualification
  • Minimum of 2 – 3 years’  VIP Management experience within an Online Gaming Call Centre Environment 
  • Strong knowledge and understanding of VIP terminology
  • Previous VIP Management experience in managing accounts of Canadian, New Zealand & India Markets
  • Must have strong analytical skills and numerical ability
  • Fully computer literate
  • Working hours will entail 07h00 – 15h00 daily and 19h00 – 05h00 4 day shift of up to 2 times a month

Key Performance Areas:

  • Building and maintaining relationships with VIP Accounts
  • Obtain maximum lifetime value by pro-actively contacting accounts
  • Anticipate VIP account needs through pro-active analytics
  • Where required assist with acquisition of new VIP Accounts
  • Regeneration of inactive VIP Accounts
  • Report management on VIP activity
  • Create and encourage loyalty initiatives to increase customer satisfaction levels
  • Manage all escalated queries for VIP’s and present long term query resolutions
  • Communicate new promotions and features  to all VIP’s  Account Levels
  • Cross marketing activities when required
  • Cultivate and retain strong relations with VIP players through regular 1on1 contact via email, telephone, live chat, post and face to face if so required
  • Increase product awareness amongst VIP Accounts
  • Ensure that all internal quality requirements are met, not limited to KPI’s, SLA, on weekly, monthly, quarterly and annual basis
  • Qualify, Identify opportunities with new sign -ups
  • Ensure up to date knowledge  of any significant industry changes that may affect VIP Accounts
  • Manage WhatsApp phone service for all VIP Accounts
  • Manage all internal and external  weekly and monthly reporting
  • Ensure strong working relationships with Business Intelligence to analyse customer behavioural patterns

Remuneration offering will include:

  • Cost to Company Salary
  • Over and above provident fund contribution after successful completion of 6 months’ probation period
  • Discretionary annual bonus
  • Ongoing development and training initiatives
  • dynamic, fast paced and professional working environment

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