Who are we?
Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.
The Role
As VIP Manager, you will be reaching out to VIP players and dealing with any issues they might have, such as, verification, deposit issues, bonus requests and other tasks. Furthermore, you will aim to have a relationship with such players and when necessary reactivating players from our database.
Key Responsibilities
- Manage and develop relationships with a portfolio of VIP clients.
- Reaching out to inactive VIP Players.
- Engaging with Players via Chat, Email, Phone and other Tools.
- Develop strategies to retain and increase VIP client satisfaction.
- Track Client performance.
- Understand VIP clients needs and preferences.
- Provide personalised service and ensure a seamless and exceptional experience for all VIP clients.
- Handle VIP client complaints and issues with professionalism and efficiency.
- Analyze VIP client data to identify trends, preferences, and opportunities for improving services.
- Ensure all relevant intelligence and business information is maintained and accurately recorded.
- Ensure knowledge of and compliance with all regulatory obligations and company policies in each state.
- Review Reports on daily, weekly and monthly basis, monitoring VIP players and identify Potential VIP players.
- Achieve key KPI’s.
Requirements
- German/English Language.
- Gaming Industry knowledge.
- Previous experience in a Customer Support or other roles with the gambling industry.
- Good communication and interpersonal skills.
- Organizational and planning skills, with the ability to manage multiple tasks simultaneously.
- Proven track record of managing high-value client relationships and delivering exceptional customer service.
- Ability to work flexible hours, weekends, and holidays.
- Strategic thinker with the ability to develop and implement effective VIP strategies.
- Ability to remain calm and composed in high-pressure situations.
- Knowledge of Microsoft Office.
What we offer
- Attractive remuneration package.
- Health Insurance.
- Wellness benefit (after probation).
- Optician/Spectacle and Blue Lens Benefit (after probation).
- Breakfast/lunch all week.
- Monthly snacks allowance.
- Training support.
- Modern office facilities.
- Exciting Company Events.
- Beer Fridays.
- Refer a friend bonus.
- Relocation package (if required).
You should not apply if ...
- You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t.
- You cannot take constructive feedback.
- You can`t handle stress and pressure.
- You have the mindset of "Quick Money", this is a marathon, not a sprint.
- You do not embody our core values.