The role

Our VIP and high value customers are key to the success of our business. The VIP Support Expert will be the first point of contact for all VIP contacts coming to the Customer Service of Kindred Group, ensuring the delivery of the world class customer service to our VIPs. The role will also be looking to build relationships with our high net worth customers, increase their loyalty and provide an excellent all-round experience.

What you will do

• First point of contact for any incoming contacts from VIP customers via all available channels (live chat, email and phone)
• Provide best in class customer service to the VIP customers, handle customers' day to day queries, problems and complaints to the highest of standards
• Build relationships with valuable customers through positive contact resolution and providing the proactive account services
• Follow up on customers feedback ensuring the right action is taken at the right time
• Proactively ask customers for feedback, flag it with the relevant stakeholders to ensure the improvement of day to day VIP operations and overall customer experience
• Acquire knowledge of customers, build profiles including playing behaviours, likes and dislikes and make use of this information to offer the most personal and relevant service
• Drive business success and act as the voice of VIP customer by providing feedback and innovative ideas
• Always keep a player sustainability mindset and act as trust and responsible gambling ambassadors
• Collaborate closely with other departments like Player Sustainability, Payments and Customer Support teams to ensure a positive and safe gambling experience

How will success be measured in this role

• VIP Retention Rate
• Number of VIP Actives
• CSAT, Knowledge and Friendliness
• Personal Performance (Contact Quality, Team Contribution)

Your experience

• Work experience in a Customer Services environment
• Experience in VIP customer facing role as an advantage
• Native Finnish speaker, Fluency in English essential 
• Excellent written and verbal communication skills
• Responsible and reliable, excellent team player
• Great organisation, planning and prioritisation skills, with strong attention to detail
• Commitment to providing world class service to valuable customers
• Have a genuine passion for the online gaming industry, either as a customer or through work experience in the industry

Application process

Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.

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