DUTIES AND RESPONSIBILITIES

• 
  Supervise
  and mentor Exec VIP Support Reps to ensure high-quality service delivery
  and achievement of KPIs.
• 
  Monitor
  VIP players’ activity, preferences, and feedback to proactively address
  their needs. Foster a customer-first culture, ensuring VIP players receive
  white-glove treatment.
• 
  Oversee
  and handle escalated VIP customer inquiries and complaints, ensuring swift
  and satisfactory resolutions.
• 
  Provide
  regular reports on VIP player trends, service performance, and areas for
  improvement. Proactively address player concerns and collaborate with
  internal teams to resolve complex issues.
• 
  Maintain
  strong relationships with VIP players by offering personalized and
  proactive support.
• 
  Ensure
  accuracy of player data, reports, and transactions to uphold security and
  compliance standards.
• 
  Assist
  in fraud prevention efforts by identifying suspicious activities and
  reporting them accordingly.
• 
  Ensure
  compliance with online gaming regulations, responsible gaming policies,
  and internal processes.
• 
  Analyze
  and report on key performance metrics, trends, and areas for improvement.
• 
  Work
  closely with other departments to improve service strategies.

KEY COMPETENCIES AND SKILLS

• 
  Customer
  Focus: Demonstrated ability to understand and anticipate the needs of VIP
  players, providing personalized and exceptional support to enhance their
  gaming experience and satisfaction. Having the ability to build and
  maintain strong relationships with VIP players, fostering trust, loyalty,
  and long-term engagement through personalized interactions and tailored
  support.
• 
  Communication
  Skills: Strong verbal and written communication skills to effectively
  interact with VIP players, team members, and stakeholders, conveying
  information clearly and professionally.
• 
  Problem-Solving
  Abilities: Proven track record of quickly and effectively resolving VIP
  player inquiries, issues, and escalations, utilizing critical thinking and
  analytical skills to find solutions.
• 
  Relationship
  Building: Ability to build and maintain strong relationships with VIP
  players, fostering trust, loyalty, and long-term engagement through
  personalized interactions and tailored support.
• 
  Data
  Analysis: Proficiency in analyzing data, interpreting metrics, and
  deriving actionable insights to inform decision-making, optimize VIP
  support strategies.
• 
  Adaptability:
  Flexibility to work in a dynamic, fast-paced environment with shifting
  priorities and evolving business needs, adapting quickly to changes and
  challenges while maintaining a high level of performance.
• 
  Time
  Management: Strong organizational skills and the ability to prioritize
  tasks, manage multiple responsibilities simultaneously, and meet deadlines
  in a 24/7 operational environment. Must be adaptive to working flexible
  hours, including evenings and weekends, to meet the needs of the VIP
  players.

Requirements

• 
  Bachelor's
  degree in Business Administration, Marketing or a related field.
• 
  Experience
  in a customer-facing role, preferably in the Integrated resort, Online Gaming
  Industry, or a similar fast-paced environment.