Purpose of the role:
Reporting to the Head of Sports VIP, working in a team of Execs and VIP Account Managers, the VIP Sports Executive is responsible for providing the highest service, through inbound and outbound communications, to the clients most valuable Customers across multiple channels.
Key Responsibilities / Duties:
Delivering outstanding service via live chat, email, and telephone to the client's best Customers, including placing bets by phone.
Achieving KPIs relating to speed and quality of service, and number and nature of outbound contacts.
Assisting in growing the performance of the company's Sports VIP segment, through enhancing the VIP Customer journey, specifically assisting with retention, reward, and reactivation.
Delivering a range of outbound communications designed to tailor our service to Customer preferences, working within agreed parameters to promote profitable business mix.
Reviewing Sports VIP Customer activity to ensure our service and promotions are relevant at all times.
Through the use of tableau and other reports, identify the Company’s next VIP Customers, assess against criteria, and upgrade and contact these players.
Make recommendations on upgrading Customers within VIP levels, based on current, and potential value and profile.
Providing 1st class support to Customers irrespective of player preference, across all available channels and platforms.
Person Specification, Skills, Experience & Qualifications:
1+ years’ working within an Online Gaming environment.
Outstanding understanding of all Sports, and Sports betting rules.
A flexible individual, with a willing approach to working shifts to support the Business including evenings and weekends.
Passionate about delivering highest levels of service, and an understanding of player values.
Proven record of achieving targets and KPIs.
Troubleshooting and problem solving skills.
Excellent communication skills.
Highly motivated with the ability to work in a fast paced and dynamic environment.
An impeccable record of integrity, and discretion, able to handle and process sensitive data discretely.
A well organised individual, able to prioritise, multi-task and deliver work to deadlines.