Junior Account Manager - Online Gaming Support Services Call Centre

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An opportunity has become available for a Junior Account Manager to join the Gold Club (VIP) department within a client service support/retention orientated online gaming call centre.

The main area of focus within this role will be to maintain Gold client relations, securing lapsed clients and identifying new potential clients.

Minimum Requirements:

  • Matric/Senior Secondary (NQF4)
  • Previous experience in customer services where “one-on-one” relationship building with clients was the main focus
  • Must be target driven and team orientated
  • 3 weeks night shift and 1 week day shift every month

Night Shift  - (19h00 – 05h00)  Starting on a Monday night and ending on a Friday Morning

Day Shift – (07h00 – 15h00). On Successful completion of 6 month probation period the employee can choose the hours on the 8 hour day shift, of which the core hours are 08h00 – 14h00

No weekends

  • Own vehicle or reliable transport arrangements

 

Key Responsibilities of the role:

 

  • Building and maintaining relationships with Gold clients
  • Proactively contacting accounts to obtain maximum lifetime value
  •  Assisting with acquisition of new Gold clients
  • Contacting and regenerating inactive accounts
  • Analysing and reporting on Gold player activity
  • Deal with escalated issues/queries for Gold clients, source solutions to ensure effective resolution and proactively offer advice
  • Cultivate a strong relationship with Gold players, developing them through regular one to one correspondence by email, telephone, live chat, post, and face to face if necessary
  • Delivery of significant increase in product awareness amongst players
  • To receive phone calls during business hours
  • Increase player frequency, deposit, wagering and profitability values of the Gold players for   specific brand
  • Reduce migration of Gold clients to the churn segment (excludes responsible gaming and burnout)
  • Reactivate lapsed Gold players where appropriate

 

Remuneration Package will include:

  • Guaranteed Basic Salary of R9 000 per month (on successful completion of 6 month probation period guaranteed Basic Salary increases to R10 000 per month)
  • Over and above incentive of R9 550 per month ( only on achievement of incentive target)  - must be noted that incentive is uncapped, therefore earning potential of incentive can be higher
  • On successful completion of 6 month probation period the following benefits will become effective
  1. Over and above Medical Insurance paid for in full by company (this will be inline with own paid medical aid scheme of successful candidate)
  2. Over and above Gym Membership paid for in full by company
  3. Over and above Provident Fund paid for by company
  • Initial & ongoing Training, development and support initiatives
  • Permanent Employment
  • Strong management support 

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