Provide personalized assistance and resolutions for diverse customer inquiries via different channels (calls, chats, emails, etc.), ensuring a seamless and exceptional support experience;
Adhere to the fulfillment support-related monthly and quarterly goals for quality, productivity, and customer satisfaction;
Improve and optimize VIP value by maximizing conversion and retention opportunities utilizing VIP marketing initiatives and enhanced engagement skills;
Monitor and assess VIP players' interactions, activity, and needs;
Keep records of customer interactions, transactions, comments, complaints, or opportunities for improvement;
Collaborate closely with other teams to support the development and execution of retention campaigns and player activities;
Keep a watchful eye on VIP player statuses and their engagement, offering timely support and solutions as necessary;
Work with the anti-fraud, risk, and other departments to enhance security measures while ensuring a positive support experience for VIP players;
Accomplish additional team tasks aimed at maximizing the lifetime value of VIP players, with a strong focus on issue resolution and assistance;
Evaluate and improve support materials and processes, providing feedback and recommending enhancements to ensure VIP clients receive top-notch support.
1 + years experience in customer support/call center (preferably in the field of iGaming or VIP customer support);
Proficiency in English (written and spoken), Spanish/Portuguese - nice to have;
Proficient knowledge of customer service, and standard practices and procedures;
Knowledge of sales principles and methods;
Able to maintain customer confidentiality.
Proven track record of analytical skills;
Excellent verbal and written communication skills;
Attention to details;
GROWE TOGETHER: Our team is our main asset. We work together and support each other to achieve our common goals.
DRIVE RESULT OVER PROCESS: We set ambitious, clear, measurable goals in line with our strategy and driving Growe to success
BE READY FOR CHANGE: We see challenges as opportunities to grow and evolve. We adapt today to win tomorrow.
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Here at Growe, we operate boldly in the iGaming and Entertainment industries, uniting brands worldwide and gathering expertise from diverse markets.
We focus on developing and implementing cutting-edge entertainment technology platforms and payment solutions, propelling assets' expansion and sustainable growth. We dare to unlock potential and seize opportunities, from launching new iGaming brands in Asia, Africa, and Latin America to providing exceptional opportunities to our team players and an extraordinary chance to succeed.
Check out our vacancies and join our growing team of opportunities unlockers.
Let's grow together!
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