Location:
Gibraltar
Vacancy Type:
Permanent
Brand:
03 (Bwin)
About The Role

As a VIP Associate, you will drive casino profitability by developing strong long-term relationships with high-end customers and VIPs of our GVC brands, with the aim of extracting maximum value within their respective brands.

With responsibility for a defined set of casino players, you will be tasked with achieving company objectives through effective sales and telemarketing. This will involve increase retention rates of our high-end customers and VIPs, applying sound judgement and decision making when managing customer reinvestment and develop potential new business into successful long term VIP growth.

Responsibilities:

  • Establish and maintain a comprehensive player database
  • Generate incremental gaming revenue by anticipating, responding to and consistently meeting or exceeding player needs
  • Manage all aspects of the relationship with the player, including but not limited to hospitality events, daily/weekly/monthly communications, queries, contacts and escalations including out of office hours when necessary.
  • Maintain a personalized relationship with players, in order to have one to one knowledge of customer profiles including playing behaviours, interests, likes and dislikes, in order to offer an industry leading customer service experience tailored to the needs of the individual.
  • Create new business revenue by understanding, targeting and developing relationships with potential high value players
  • Thorough understanding of existing products, services and initiatives while proactively pushing new game offerings, channels and platforms
  • Will communicate through established business channels new member welcomes, investigation, loyalty, sales, surveys and the reactivation of lapsed members 
  • Utilize daily reporting and analysis to assist with making sound business decisions
  • Monitor individual customer betting behaviour and ensure that bonuses, gifts and hospitality invitations are offered in agreed timescales, promoting the right behaviours.
  • Ensure compliance with all applicable regulations and legislation, ensuring that all risks within areas of responsibility are identified and managed effectively.
  • Fully complies with and upholds company expectations including policies, procedures, department goals and business strategy.
  • Conducts themselves with the highest level of integrity and honesty

Occasional

  • Proactively identify service failures by taking immediate action to resolve whilst notifying relevant stakeholders.
  • Handles difficult customer interactions and situations in a calm, professional and reasonable manner.
  • Tasked with filling special events, while also participating in offsite Casino Marketing events
  • Working hours will include weekends, evenings, and holidays

Experience:

Essential

  • 1 to 3 years’ experience in online gaming, customer service, luxury telemarketing or other account management.
  • Fluency in Flemish up to native level 
  • Sales driven, computer literate with an emphasis on Excel, excellent communication skills and telephone etiquette.
  • Detail oriented with effective time management skills and the ability to produce results while working under pressure.
  • The ability to work independently, offer top tier customer service and identify customer trigger points
  • Analytically curious with the ability to think outside the box to resolve issues quickly and effectively

Desired

  • Multilingual
  • Experience hosting customers within a Hospitality environment
  • The ability to travel and attend off property events
  • Excellent knowledge of gaming and the gaming industry
Additional Information
Bring your customer-first attitude to GVC as a Customer Service representative in Gibraltar. The sheer pace and power of the live events and entertainment you’ll be part of has to be experienced to be believed. Play a vital role at the world’s largest sports betting and gaming company. You’ll be in the thick of the action, making sure our high value customers enjoy an amazing entertainment experience, every day. For the good of entertainment.

 

Our portfolio of sports betting and gaming companies includes some of the most well-known brands in the industry, such as Ladbrokes, bwin, and Coral. We’ve a huge high street presence with an increasing share of online gaming activity. We take our commitment to safeguarding our customers extremely seriously. We make sure they know their limits and we work with them to make sure everyone enjoys our products and services responsibly.

Ready to get involved? Bring your energy to GVC and you’ll be in the mix from the start. For the good of entertainment. Apply now!

About The Company
As a global employer, GVC is committed to providing a motivating and inclusive workplace. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, we want to hear from you. Our diverse internal networks provide the support for you to Get Involved in GVC life and for you to support others to Do What’s Right, all For The Good Of Entertainment.

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.