Job Details

Job Title : VIP CS Manager

Department : Customer Service

Reports to : Senior Operations Manager

Summary

The VIP CS Manager will oversee and ensure proper execution of all VIP CS programs intended to: handle wide variety of player queries via emails and phones on player accounts, games, player promotions, technical issues, depositing/withdrawing funds etc. This role will be responsible for creating a team environment and CS Service culture that at every contact point meets the VIP Service Policy, assuring maximum customer satisfaction.

Responsibilities

• Understand what it means to provide a VIP experience, support and evangelize within the team and organization
• Build a team culture that strives to attain one to one knowledge of customer base building profiles including playing behaviors, interests, likes and dislikes
• Contribute to the development of a customized loyalty program that increases the lifetime value of customers utilizing the customer service team
• Help to identify potential high rollers based on game play and CS interactions
• Be the champion and help build the visual front end of our VIP CS program on our website for all our products and regions.
• Work with business managers to understand and manage the VIP levels for each product
• Capture and record VIP feedback and insight, regularly cycling valuable knowledge back to the business
• Manage the team with respect to applicable organizational CS processes (HR, Scheduling, Quality, etc.)
• Continually look for new and innovative ways to train and develop staff.
• Provide team members with the proper tools, information and motivation to perform their jobs to the best of their ability.
• Deliver performance evaluations (bi-yearly) for CSRs in addition to regular monthly meetings

Requirements

• Guest Focus - Strive for high player satisfaction, going out of way to be helpful and pleasant, making it the customer experience as pleasant as possible
• Communication -Balancing listening and talking, speaking and writing clearly and accurately, influencing others, keeping others informed. Communicates effectively, verbally and in writing, with managers, peers, team members and individuals inside and outside the Company.
• Teamwork - Helpful, respectful,  approachable and team oriented, building strong working relationships and a positive work environment, is responsible, honest, loyal, interacts with others tactfully, resolves conflicts appropriately, and adapts to change.
• Accountability - Plan ahead, managing time well, being on time, being cost conscious, thinking of better ways of doing things, demonstrates ability to follow instructions, maintains appropriate appearance, complies with Team Member policies and procedures, willing to learn.
• People Management - Set clear expectations, reviewing progress, providing feedback and guidance, holding people accountable.
• Business Acumen - Understand industry trends, business concepts, economic development, as well as the possibilities and constraints of the environment in which the service is provided, takes advantage of opportunities that enhance the value of the product or service, understands the principles of financial and human resource management.
• Ethics and Professionalism - Exhibits a professional manner at all times in working with others both inside and outside the company. Adheres to Company policies, applies best business practices and appropriate professional ethics in all situations.

Education

• Bachelor's Degree in Marketing, Gaming & Hospitality, Business or other relevant area required.
• At least 5 years team management experience, call centre or other relevant service related industry
• Preference will be given to candidates experienced in luxury sales, retailing, or Customer Service
• Minimum 3 years experience within the Gaming Industry