Personal VIP Manager (Evening Schedule)

Accountabilities:

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