VIP Account Manager to state-of-the-art iGaming platform in Malta!

Posted 01 July 2025
LocationMosta, Malta
Discipline BPO - Liiketoimintaprosessien ulkoistamispalvelut
Reference33168

Job description

The VIP agent will be responsible for identifying, support and retain VIP customers and therefore increasing brand loyalty and revenues.

Key objectives and responsibilities:

  • Set up and execute compensations for VIP players according to set guidelines
  • Execute daily, weekly, and monthly VIP tasks.
  • Track and report on the performance of VIP players against agreed targets.
  • Execute weekly potential, active or lapsed VIP campaigns.
  • Use data available to deliver effective promotional campaigns and to credit and record player bonuses.
  • Communicate via chat, emails, SMS and phone with VIP players and deal with them efficiently and with the highest level of customer care.
  • Able to work on shifts and on weekends.
  • Own and resolve VIP complaints, managing the escalation from gaming support queries.
  • Gather feedback and input from VIP players to improve service offering.
  • Build and maintain player profiles – analyse VIP behaviour/gameplay of players to optimise operational activities
  • Liaise with Head of VIP to optimize communication with VIP players

Essential skills and experiences relevant to the role:

  • Minimum 1-year experience as a VIP agent or as a senior customer support agent that has already worked with VIP clients.
  • Proven experience of building and managing relationships with casino clients.
  • Experience in cross departmental collaboration
  • Strong organisational skills and experience of balancing multiple projects
  • Excellent communication skills (written, verbal and presentational)
  • Strong analytical and cost management skills
  • Ability to work autonomously and to tight deadlines, effectively prioritize and deliver to a high standard whilst under pressure
  • Marketplace awareness and understanding of trends

Desirable skills, experiences or other relevant to the role:

  • Business proficiency of English,
  • Any extra languages  are an added bonus
  • Experience in casino product
  • Experience of account management

Personality:

  • Outstanding interpersonal skills and the ability to establish positive relationships with employees at all levels of the business as well as external partners
  • Resilient, approachable with the ability to work successfully in a dynamic, fast paced environment
  • Ability to operate as a team player, with a flexible and positive attitude
  • Always operates with the highest levels of honesty, integrity and fidelity, acting in the best interest of the business always
  • Sociable and friendly
  • Adopts a “hands on” approach

 

Sounds like the job for you? Send CV to charlotte@nordicjobsworldwide.com for further info