Summary: ‍

Are you passionate about delivering exceptional customer experiences? Join our team as a VIP Account Manager and be a customer-obsessed advocate who champions the needs of our highest-value customers across the organization.

We're looking for a proactive and hospitality-minded individual who is committed to building strong relationships and uses insightful decision making to drive business growth.

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Core Responsibilities:

• Cultivate Connections

• Embrace a hospitality mindset to prioritize building strong and lasting connections with customers, fostering trust, rapport, and mutual respect.
• Proactively engage with customers to understand their individual needs, preferences, and concerns, cultivating positive relationships that contribute to long-term customers loyalty and satisfaction.

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• Effective and Engaging Communication

• Excel in conveying information clearly and concisely across various contact channels.
• Possess strong interpersonal skills to actively listen to customers concerns and articulate solutions in a professional and empathetic manner
• Adapt communication style to suit the preferences and needs of a diverse customer demographic, ensuring a positive experience.

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• Customer Advocacy

• View every interaction as an opportunity to provide exceptional service and enhance the overall experience
• Advocate for customers interests and well-being, striving to exceed expectations by offering personalized assistance, resolving issues promptly, and advocating for customer-obsessed solutions within the organization.

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• Expert Problem Solving

• Demonstrate mastery in your role by possessing a comprehensive understanding of our brands, platform, features, and relevant policies.
• Stay updated on trends, updates, and known issues to provide accurate and timely assistance to customers.
• Continually enhance skills and knowledge through ongoing training and self-improvement initiatives to maintain a high level of proficiency in addressing customers inquiries and resolving complex issues effectively.

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• Analytical and Data Driven

• Possess the ability to critically analyze information and utilize data-driven insights to make informed decisions
• Leverage quantitative and qualitative data to understand customers behavior, identify trends, and implement

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Requirements:

• 2+ years previous experience in handling high valued customers.
• Excellent communication skills demonstrated through phone calls, emails, meetings, chats and presentations at all levels of the organization.
• Proven experience in online gaming, customer service, private banking, hosting, luxury telemarketing or other account management.
• The ability to work independently, as a team player and offer top tier customer service.
• Sales driven, computer literate and comfortable working with multiple IT systems, databases, online messaging and e-mail programs.
• Analytically curious with the ability to think outside the box to resolve issues quickly and effectively.
• Detail oriented with effective time management skills and the ability to produce results while working in a fast-paced environment.
• Strong interpersonal skills.
• Must be able to work a flexible schedule including weekends and holidays.

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