Head of VIP Support

2 weeks ago

Limassol, Limassol, Cyprus ALPHA Affiliates Full time

Responsibilities:

  • Be in charge of organization, management and control function for VIP customers service department, supporting marketing campaigns, conduct customer retention out-bound reach-outs, upsells in addition to inbound customer service enquiries.
  • Recruit, mentor, develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
  • Collaborating with Risk and Fraud as well as Payments teams, ensure AML and KYC procedures are followed at all times.
  • Continuously improve VIP customers service experience, create engagement with customers and facilitate organic growth.
  • Control resources and utilize assets to achieve qualitative and quantitative targets.
  • Develop processes, knowledge base, service procedures, policies and standards.
  • Keep accurate records and document workflow.
  • Keep ahead of industry's developments and apply best practices to areas of improvement.

Requirements:

  • 3+ years of experience managing an international and multinational, geographically dispersed team remotely.
  • Proven working experience as a customer service manager in similar role and applicable gaming or gambling, high risk industries.
  • Ability to take the lead in making improvements and resolving issues.
  • Ability to develop and maintain digital systems to track service records across multiple software suites.
  • Awareness of industry's latest technology trends and applications.
  • Ability to be customer-oriented in managing communications and issues.
  • Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
  • Strong English and Russian verbal and written communication skills.

Conditions:

  • Comfortable office in Limassol, Cyprus.
  • Help with relocation if needed.
  • Hybrid format.
  • Good compensation package.
  • Shortened working day - everyday.
  • 21 working days of vacation.
  • Medical insurance.
  • Lunch reimbursement.
  • Friendly and professional team.

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