Vip Team Lead

2 weeks ago

Melbourne, Australia Easygo Full time

Role and Responsibilities
- Act as a VIP Account Manager by building and maintaining strong relationships with VIP customers (sports and casino) across the Easygo brands.
- Provide VIP customers with industry-leading customer service and gaming experience.
- Articulating an extensive knowledge of our products which leads to resolving customer issues.
- Monitor VIP customer behaviors, interests, and trends to ensure that customer expectations are met.
- Collaborate with the team leads to improve the overall customer experience.
- Collaborate with the COO to develop retention strategies and strategise VIP team direction.
- Provide training to all VIP team members and oversee all activities within the team.
- Manage requirements of team members and address any concerns they may have.

**Requirements**:
**Work experience and skills**

Essential experience
- Minimum 3 years experience working in a customer service environment.
- Excellent communication and writing skills are required.
- Strong organisational skills are necessary to give the team direction.
- Relevant Graduate/Post Graduate Degree required.

Desirable qualifications
- Sports or Marketing Qualifications preferred but not required.
- High level of global sports knowledge
- Strong gambling knowledge
- Cryptocurrency knowledge

**Personal qualities and behavioral traits**

Essential qualities or behaviours
- Excellent communication skills
- Excellent command of English
- 7-day availability across the Australian time zone

Desirable qualities or behaviours
- Key attention to detail
- Bilingual skills are advantageous

**Relationships**

Details of relationships relevant to this role
- The COO will undertake the training for this position.
- Continuous communication with the COO and collaboration with other Team Leads on a case-to-case basis.
- Constant interactions with the VIP Team. Responsible for training team members and providing support whenever required.
- Maintaining healthy customer relations.
- Collaborate with the People and Culture team for recruitment and team development purposes.

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