VIP Host - 6 Month Secondment

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.