Overview:
SOFTSWISS continues to expand the team and is looking for a VIP Account Manager.
We need a true, experienced and accomplished professional who shares our culture and values.
Key responsibilities:
- Manage and maintain an assigned portfolio of high-value VIP gambling customers
- Build and nurture strong, long-term relationships with VIP players through personalized communication and exceptional customer service
- Understand the preferences, betting patterns, and unique needs of each VIP client to provide a tailored and premium experience
- Proactively monitor VIP player activity, identify opportunities for cross-selling and up-selling, and implement targeted retention strategies
- Coordinate with the marketing, promotions, and hospitality teams to deliver exclusive offers, bonuses, and VIP experiences to enhance customer loyalty
- Resolve complex player issues and escalated complaints in a timely and diplomatic manner, ensuring a high level of customer satisfaction
- Collaborate with the finance and compliance teams to ensure all VIP transactions and activities adhere to regulatory requirements and Anti-Money Laundering (AML) policies
- Analyze performance metrics, player data, and industry trends to identify growth opportunities and recommend strategic initiatives for the VIP segment
Requirements:
- At least 2 years of experience in VIP Customer Service within the gambling industry
- Fluent in both spoken and written English, with the ability to communicate effectively and professionally
- Proven ability to build and nurture strong, long-term relationships with high-value clients through personalized communication and exceptional customer service.
- Excellent communication and negotiation skills, with a high level of attention to detail and organizational abilities.
- Ability to work independently and as part of a team, with flexibility to adapt to changing priorities and requirements.