VIP Host

As a VIP Host at Moonspin, you will deliver exceptional customer service to VIP players, playing a critical role in their retention and increased revenue. You will ensure compliance with RG and company policies, meet monthly QA goals, and maintain efficiency in handling contacts (emails, chats). Responsibilities include escalating relevant contacts, liaising with Account Managers, and building relationships with players through strong soft skills. You will also manage admin tasks and monitor VIP-related communications.

Must Have

• Meet monthly QA quality goals
• Comply with all RG and compliance-related policies
• Stay updated on brand-specific guidelines and process changes
• Maintain efficiency and accuracy in customer service
• Escalate relevant contacts as per agreed process and guidelines
• Liaise with brand-specific Account Managers regarding VIP player contacts
• Make retention efforts within agreed guidelines and expectations
• Manage and deliver on agreed admin tasks such as Shift Handover reports
• Monitor and answer VIP related Slack messages and Emails
• Be punctual and present for scheduled shifts
• Excellent customer service background
• Own transport
• Flexibility to work shifts in a 24/7 environment
• Excellent verbal and written communication skills
• Excellent computer proficiency (MS Office, Google Workspace)
• Ability to work under pressure and meet deadlines

Moonspin is proud to offer industry-leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world-class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state of the art technological designs and features. We hire experienced top talented people which enables us to offer exceptional business services while enjoying a “work hard play hard” engaged environment.

Purpose of the 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/Performance Specialist 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:

• Efficiency 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:
• Contacts – this comprises of Emails, Chats as well as Transferred chats.
• Average Handling Time (AHT) – to ensure we assist customers efficiently.
• Response times – ensuring that we respond to our VIP clientele in a timely manner.

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
• Monitoring and answering VIP related Slack messages and Emails.

Attendance:

• As a VIP Host, reliability is crucial. It's important that you're punctual and present for your scheduled shifts. We ask that any time off be used responsibly, as frequent or excessive absences can impact team operations.
• Late coming is kept to a minimum and only due to emergency and isolated incidents.
• Adhere to all Attendance related policies consistently.

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 Google Workspace – Gmail, Google Docs and Google Sheets).
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.

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