Head of VIP Support

Limassol, Cyprus

This job opening is archived

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.

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.

This job opening is archived