Personal VIP Manager (Evening Schedule)

<h3>Accountabilities:</h3><li>Monitor and manage a portfolio of VIP customers, maintaining strong relationships and ensuring consistent, personalized communication.</li><li>Develop and implement engagement strategies to maintain customer activity, strengthen loyalty, and encourage continued participation across digital platforms.</li><li>Identify inactive or disengaged customers and proactively initiate contact to re-engage them and encourage their return.</li><li>Analyze customer behavior, preferences, and activity patterns to identify opportunities for tailored support and improved customer experiences.</li><li>Provide personalized assistance by understanding individual customer needs, responding to inquiries, and recommending relevant platform features and services.</li><li>Manage incoming and outgoing communications through multiple channels, including email, messaging applications, and telephone calls.</li><li>Communicate the benefits and features of the platforms in an engaging, customer-focused manner while building trust and maintaining professional relationships.</li><li>Handle customer objections, concerns, and challenging situations with empathy, professionalism, and a solutions-oriented approach.</li><li>Maintain accurate customer records and update relevant information in internal systems to support effective relationship management.</li><li>Organize daily tasks and manage time effectively to meet established deadlines, service expectations, and engagement objectives.</li><li>Collaborate with colleagues across the VIP and Sales teams to share insights, improve workflows, and contribute to overall customer retention goals.</li><li>Continuously develop product knowledge and become proficient in the tools and systems used to manage VIP customer relationships.</li><h2>Requirements:</h2><li>Previous professional experience in the iGaming or online gambling industry, with an understanding of customer engagement and retention practices.</li><li>Fluent English proficiency, both written and spoken, with the ability to communicate confidently and professionally with customers.</li><li>Strong communication skills, including experience handling telephone conversations, email correspondence, and messaging-based customer interactions.</li><li>Proven ability to build rapport with customers, communicate platform benefits persuasively, and maintain positive long-term relationships.</li><li>Experience handling objections, resolving customer concerns, and adapting communication approaches to different customer personalities and situations.</li><li>Strong customer orientation, with the ability to understand individual preferences and deliver personalized, high-quality support.</li><li>Excellent time management and organizational skills, with the ability to prioritize tasks, manage a customer portfolio, and meet established deadlines.</li><li>Empathy, emotional intelligence, and resilience when dealing with demanding customers or complex situations.</li><li>A proactive mindset, willingness to learn new tools and systems, and motivation to continuously improve professional skills.</li><li>Ability to work independently while collaborating effectively with a team in a fast-paced, international environment.</li><li>Availability to work a fixed evening schedule from<strong>18:00 to 02:00 Kyiv time, Monday to Friday</strong>, consisting of seven working hours and a one-hour break, with no rotating shifts.</li><li>Familiarity with Microsoft Excel or similar spreadsheet tools is an advantage.</li><li>Previous experience using the SoftSwiss administration platform is desirable but not essential.</li><h2>Benefits:</h2><li>Fully remote working arrangement, with the option to work from a comfortable and secure location or from company hubs in Kyiv and Warsaw.</li><li>Stable Monday-to-Friday evening schedule, with no rotating shifts.</li><li>20 working days of paid time off annually, in addition to public holidays and sick leave.</li><li>Medical insurance with access to leading healthcare providers.</li><li>Coverage for psychological support through the Pleso platform.</li><li>Monthly flexible benefits allowance to spend on personal interests, hobbies, sports, and other eligible activities.</li><li>Individual learning and development budget tailored to professional goals and interests.</li><li>Access to corporate English lessons, workshops, training sessions, and an online learning library.</li><li>Structured career development opportunities, including performance reviews, mentoring programs, and professional growth plans.</li><li>Collaborative team culture with team-building activities, corporate events, and workshops.</li><li>Opportunities to contribute ideas, take ownership of responsibilities, and develop new skills in a supportive environment.</li><li>Modern technology and automation that reduce routine work and create more opportunities for professional development.</li><li>An open, proactive workplace culture that values initiative, transparent communication, teamwork, and continuous improvement.</li><li>Commitment to responsible market operations, with no clients using the company's products or services in Ukraine or in Russia and other Russian-speaking markets.</li>