BettingJobs is excited to partner with a growing business from South Africa who are expanding their offices into Europe and are on the cusp on attaining their MGA and UKGC licenses. They are currently seeking a VIP Host to join their team in Johannesburg.

Responsibilities:

• Deliver exceptional service to VIP and regular players across various communication channels, including calls, live chat, email, social media, and WhatsApp.
• Strive for immediate resolution of all player queries and concerns, aiming for satisfaction on first contact.
• Manage incoming player queries, ensuring responses are timely, professional, and aligned with company service standards.
• Keep track of player engagement and satisfaction, ensuring their experience is continually enhanced by identifying improvements and making recommendations to the VIP or CRM team.
• Proactively reach out to players to maintain engagement, offer promotions, and handle account issues or updates.
• Implement strategies for player retention and loyalty, using personalized service to prevent churn and encourage long-term engagement.
• Maintain regular communication with VIP players to develop a deep understanding of their preferences and gaming habits and provide tailored solutions.
• Work closely with senior agents, floor managers, and other departments to resolve player-related issues and escalate when necessary.
• Monitor internal systems and notify management of any potential issues, ensuring all systems run smoothly during each shift.
• Conduct competitor analysis on customer service practices and propose improvements to maintain the company’s competitive edge.
• Ensure all communications with players meet the highest quality standards and comply with company policies and procedures.
• Proactively seek self-development opportunities, including requesting additional training to enhance skills where needed.
• Ensure all player interactions and feedback are accurately documented and reported in internal systems, following company protocols.

Requirements:

• Solid experience within Player Management.
• Team player: Collaborative mindset, with experience working with cross-functional teams (e.g., product, marketing, and compliance teams).
• Fluent English – both written and spoken.
• Proven planning and organisational skills.
• Experience in customer service within a large volume call center environment, preferably in gaming or a related industry.
• Requires a target driven individual
• Effective and well-developed communication skills are a prerequisite for the role, both written and verbal
• Excellent decision-making ability
• Innovation and ability to think “outside the box”
• Strong work ethic
• Ability to thrive is a fast-paced environment and value attention to detail