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

Posted 10 September 2021
Job type Permanent
DisciplineCustomer Service
Charlotte Kamlin

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


  • 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 for further info