Head of VIP Support
Limassol, Cyprus
Responsibilities
- Be in charge of organization, management and control function for VIP customers service department, supporting marketing campaigns, conduct customer retention out-bound reach-outs, upsells in addition to inbound customer service enquiries.
- Recruit, mentor, develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
- Collaborating with Risk and Fraud as well as Payments teams, ensure AML and KYC procedures are followed at all times.
- Continuously improve VIP customers service experience, create engagement with customers and facilitate organic growth.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
- Develop processes, knowledge base, service procedures, policies and standards.
- Keep accurate records and document workflow.
- Keep ahead of industry’s developments and apply best practices to areas of improvement.
Requirements
- 3+ years of experience managing an international and multinational, geographically dispersed team remotely.
- Proven working experience as a customer service manager in similar role and applicable gaming or gambling, high risk industries.
- Ability to take the lead in making improvements and resolving issues.
- Ability to develop and maintain digital systems to track service records across multiple software suites.
- Awareness of industry’s latest technology trends and applications.
- Ability to be customer-oriented in managing communications and issues.
- Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
- Strong English and Russian verbal and written communication skills.
Conditions
- Comfortable office in Limassol, Cyprus.
- Relocation assistance for those ready to embark on a new adventure.
- Competitive compensation package ensures your hard work is rewarded.
- Join a friendly and professional team committed to excellence.
- Enjoy a shortened working day for improved work-life balance.
- Benefit from 21 working days of vacation to rejuvenate and recharge.
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