VIP Host - 6 Month Secondment

22 Hours ago • All levels

About the job

SummaryBy Outscal

Moonspin seeks a VIP Host for a 6-month secondment. This role requires exceptional customer service, strong communication skills, and the ability to build relationships with VIP players. You'll need to be comfortable with compliance policies and adept at handling administrative tasks.

Purpose of Role:
As a VIP Host at Moonspin, you play a critical role in delivering exceptional customer service to our most valued asset – our VIP player’s. Exceptional VIP support and retention is of the utmost importance, you play a direct role in the success and increased revenue from your VIP player base. It is of the utmost importance that you stay up to date with any Licensee or process change to ensure you are always delivering the best service to your VIP players. As a VIP Host you will be relied upon by your Team Leader to deliver upon the following aspects:


Responsibilities:

 

Quality:

  • Meet monthly QA quality goals. Where goals are not met, you will need to ask for assistance from your Team Leader/dedicated QA/Live Coach resource to ensure improvements are made.
  • Compliance to all RG and compliance-related policies are always adhered to.
  • Take ownership for updating yourself on any change to brand specific guidelines and process changes.

 

Productivity:

  • Speed and accuracy are important when delivering exceptional customer service. The following metrics will be monitored to ensure that you are on par with expectations and VIP team averages, and where agreed, be able to meet the monthly targets:
    o Average speed to answer (ASA) – to answer incoming player chats as quickly as possible.
    o Response times – eliminate long wait times between responses with your player chats. 

                                                                               

VIP tasks:

  • Escalate all relevant contacts as per agreed process and guidelines, minimizing any errors.
  • Liaise where necessary with brand specific Account Managers regarding any VIP player contacts.
  • Retention efforts are made as far as possible within agreed guidelines and expectations on every contact. This includes building relationships with your players through exceptional soft skills, noting soft facts, and rapport building.
  • Manage and deliver on agreed admin tasks such as Shift Handover reports and monitoring and answering VIP related Slack channels.

 

Attendance:

  • As a CS Host, reliability is crucial. We need you here on time when shifted to be at work. Any absence trends/abuse or excessive absence is not acceptable.
  • Late coming is kept to a minimum and only due to emergency and isolated incidents.
  • Adhere to all Attendance related policies consistently.

 

Culture carrier/behavior:

  • It is important that you model and promote the behavior and culture of Moonspin and uphold the internal VIP brand values.


Requirements:

  • Excellent customer service background.
  • Own transport.
  • Flexibility to work shifts in a 24/7 environment.
  • Excellent verbal and written communication skills, including the ability to effectively communicate with internal and external customers.
  • Excellent computer proficiency (MS Office – Word, Excel, and Outlook).
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.


Kindly note that this is a secondment role and therefore a temporary position. The successful employee will revert to their previous role within the company once the secondment period has come to an end.


Moonspin is committed to the transformation and redressing of past inequalities. Our employment equity goals will be considered in our selection process.

About The Company

White Hat Gaming is a state-of-the-art iGaming platform providing a secure, scalable and flexible modular Casino and Sportsbook Player Account Management solution.

Worldwide (Remote)

Worldwide (Remote)

Worldwide (Remote)

Worldwide (Remote)

Western Cape, South Africa (Hybrid)

View All Jobs

Similar Skill Jobs

Easygo - Senior Product Manager (Sportsbook)

Victoria, Australia (On-Site)

eBay - Operations Mgr Authentication (f/m/d)

Brandenburg, Germany (On-Site)

paypal - Arbitration Paralegal, Litigation

Arizona, United States (On-Site)

Rockstar Games - Senior Associate, Strategic Planning

New York, United States (On-Site)

Maersk Careers - Industrial Trainee - ATR Transformations

Tamil Nadu, India (On-Site)

Maersk Careers - Industrial Trainee - ATR Transformations

Maharashtra, India (On-Site)

Maersk Careers - People Advisor

Taoyuan City, Taiwan (On-Site)

Jobs in Cape Town, Western Cape, South Africa

PwC - Senior Tax Compliance Consultant

Western Cape, South Africa (On-Site)

PwC - Senior Associate Forensics

Gauteng, South Africa (On-Site)

PwC - HC Senior Associate

Gauteng, South Africa (On-Site)

PwC - Senior Associate Forensics

Free State, South Africa (On-Site)

PwC - Marketing Senior Associate

Gauteng, South Africa (On-Site)

PwC - Data Delivery Excellence Senior Manager

Gauteng, South Africa (On-Site)

PwC - Forensic Data Analytics

KwaZulu-Natal, South Africa (On-Site)

PwC - Actuarial Senior Associate

Western Cape, South Africa (On-Site)

PwC - Archive Administrator

Gauteng, South Africa (On-Site)

Customer Service Jobs

Maersk Careers - Senior Process Expert

Maharashtra, India (On-Site)

Amazon Games - QA Specialist, Amazon Games

Bucharest, Romania (On-Site)

Tencent - Product Support Engineer 103946

California, United States (On-Site)

Saviynt - Director/Sr Director, Technical Support Delivery

Masovian Voivodeship, Poland (Hybrid)

NinjaVan - Admin, Customer Service

Selangor, Malaysia (On-Site)

OpenGov - Sr. Customer Success Manager

Georgia, United States (Hybrid)

CRED - VKYC team lead

Karnataka, India (On-Site)

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug