Summary:
Are you passionate about delivering exceptional customer experiences? Join our team as a VIP Account Manager and be a customer-obsessed advocate who champions the needs of our highest-value customers across the organization.
We're looking for a proactive and hospitality-minded individual who is committed to building strong relationships and uses insightful decision making to drive business growth.
Core Responsibilities:
• Cultivate Connections
- Embrace a hospitality mindset to prioritize building strong and lasting connections with customers, fostering trust, rapport, and mutual respect.
- Proactively engage with customers to understand their individual needs, preferences, and concerns, cultivating positive relationships that contribute to long-term customers loyalty and satisfaction.
• Effective and Engaging Communication
- Excel in conveying information clearly and concisely across various contact channels.
- Possess strong interpersonal skills to actively listen to customers concerns and articulate solutions in a professional and empathetic manner
- Adapt communication style to suit the preferences and needs of a diverse customer demographic, ensuring a positive experience.
• Customer Advocacy
- View every interaction as an opportunity to provide exceptional service and enhance the overall experience
- Advocate for customers interests and well-being, striving to exceed expectations by offering personalized assistance, resolving issues promptly, and advocating for customer-obsessed solutions within the organization.
• Expert Problem Solving
- Demonstrate mastery in your role by possessing a comprehensive understanding of our brands, platform, features, and relevant policies.
- Stay updated on trends, updates, and known issues to provide accurate and timely assistance to customers.
- Continually enhance skills and knowledge through ongoing training and self-improvement initiatives to maintain a high level of proficiency in addressing customers inquiries and resolving complex issues effectively.
• Analytical and Data Driven
- Possess the ability to critically analyze information and utilize data-driven insights to make informed decisions
- Leverage quantitative and qualitative data to understand customers behavior, identify trends, and implement
Requirements:
- 2+ years previous experience in handling high valued customers.
- Excellent communication skills demonstrated through phone calls, emails, meetings, chats and presentations at all levels of the organization.
- Proven experience in online gaming, customer service, private banking, hosting, luxury telemarketing or other account management.
- The ability to work independently, as a team player and offer top tier customer service.
- Sales driven, computer literate and comfortable working with multiple IT systems, databases, online messaging and e-mail programs.
- Analytically curious with the ability to think outside the box to resolve issues quickly and effectively.
- Detail oriented with effective time management skills and the ability to produce results while working in a fast-paced environment.
- Strong interpersonal skills.
- Must be able to work a flexible schedule including weekends and holidays.
