Swedish VIP & Reactivation agent

As VIP AM & Reactivation Specialist you will be responsible for customer service, operational processes, general account management, retention and leveraging opportunities to drive revenue growth within the VIP customers

The role will cover all aspects of customer service, account management, operational processes of the VIP customers, Identifying and the reactivation of lapsed VIPs and will also work on delivering the objectives and overall strategy of the VIP channel with a specific focus on the whole base of VIP segments.

The candidate for this role should be highly motivated, experienced in working to deadlines and extremely adaptable to customer needs via all channels of communication.

Main Duties and Responsibilities

Build long-lasting relationship with VIP customers to offer an adapted proactive VIP service;
Maintain the Depositors and Active Retention KPIs for the list of VIPs included in the portfolio;
Build a strong customer knowledge and use that to tailor promotions to VIPs and for any customer service needs of VIPs;

Ability to anticipate a player’s wants and needs to make for an easy and efficient VIP player journey;

Work closely with other business functions, including, Operations, Player Support, Finance, Payments and Marketing to provide the best possible customer experience to VIPs;

Maintain a continuous competitor understanding and knowledge of VIP Programs;

Contact VIP customers via Chat, Phone, Email and SMS regarding account issues, promotions and other communications deemed necessary;

Individually check previous day’s top depositors, top winners and top losers and provide the necessary account handling;

Contact VIPs on the spot based on the need of the business regarding account related issues;

Maintain quality account handling across all communication channels

Handle potential VIPs upon sign-up or after 7 days of activity based on deposits and Netcash;

Manage account handling daily tasks based on below:

VIP Potential
Birthdays
Upgrades

Our offer:

Exciting opportunity to be part of an impact upon the hottest new brand on the market. Attractive remuneration package including health insurance, gym membership and free snacks. International flexible work environment with an engaged, driven & professional team.